Messaging, Reviews & Ratings Policy

Effective Date: 1 July 2026

Last Updated: 1 July 2026

This Messaging, Reviews & Ratings Policy (the “Policy”) forms part of the contractual framework governing the use of the OXLY platform (the “Platform”) operated by IN SPOT SLU, a company organized under the laws of the Principality of Andorra, with registered office at Carretera d’Engolasters 27A 2-1, Andorra, tax / registration number L-919089-T (“OXLY,” “Company,” “we,” “us,” or “our”).

This Policy applies to all communications and feedback features made available on or through the Platform, including without limitation:

• direct messages and in-platform chat;
• booking-related communications;
• public and private reviews;
• star ratings, scores, badges, and feedback signals;
• provider replies and customer replies, where enabled;
• comments, testimonials, and other feedback tools;
• support-related evidence or communications where such materials affect reviews, ratings, trust, or enforcement outcomes.

This Policy supplements the Terms of Platform Use, the Provider Terms, the Booking, Cancellation & Refund Policy, the Payments & Payout Terms, the Content, Images & Intellectual Property Policy, the Community Standards, the Acceptable Use & Prohibited Activities Policy, and any other applicable OXLY policies. If there is a conflict between this Policy and a more specific rule shown in the product for a particular feature, the more specific rule will control for that feature to the extent permitted by law.

By using the Platform’s messaging, review, or rating features, you agree to this Policy.

1. Purpose of This Policy

The purpose of this Policy is to help ensure that communications and feedback on the Platform are:

• respectful;
• honest;
• relevant;
• safe;
• non-manipulative;
• consistent with lawful and fair use of the Platform.

Messaging and review tools exist to support genuine service discovery, booking coordination, accountability, and informed user decisions. They must not be used as tools for abuse, deception, coercion, or circumvention of Platform controls.

2. Definitions

For the purposes of this Policy:

“Messaging Tools” means any chat, direct messaging, inquiry, booking communication, reply, or communication feature made available through the Platform.

“Review” means any written, visual, numerical, star-based, reaction-based, or similar feedback submitted by a User in relation to another User, a service, a Booking, or a Platform-related interaction.

“Rating” means any star score, numeric score, tag-based score, category score, or similar evaluation mechanism provided through the Platform.

“Reviewer” means the User submitting a Review or Rating.

“Review Subject” means the User, listing, service, profile, or Booking that is the subject of a Review or Rating.

“Fake Review” means any Review or Rating that does not reflect a genuine experience, is materially misleading, is submitted under false pretenses, is paid for, is coordinated deceptively, or is otherwise manipulative.

“Review Extortion” means any attempt to use the threat of a negative review, or the promise of a positive review, in order to obtain money, refunds, discounts, special treatment, off-policy outcomes, or other benefits.

“Solicitation” means unsolicited or inappropriate commercial outreach, lead capture, self-promotion, recruitment, spam, or efforts to move users into unrelated or unauthorized commercial relationships.

3. When Messaging May Be Used

Users may use the Platform’s Messaging Tools only for legitimate Platform-related purposes, including for example:

• asking questions about a service;
• clarifying lawful booking details;
• coordinating service timing, location, or access;
• discussing details necessary to perform a booked service;
• sharing information reasonably necessary to complete a Booking;
• responding to legitimate user inquiries;
• resolving support, complaint, or booking-related issues.

Messaging must remain relevant to the service, Booking, or Platform relationship.

4. Permitted Messaging Conduct

Users must use Messaging Tools honestly, respectfully, and in good faith.

Permitted conduct includes:

• polite booking-related communication;
• reasonable follow-up on active or recent inquiries;
• sharing service-related clarifications;
• providing lawful updates relevant to a Booking;
• communicating operational details reasonably needed to perform a service;
• communicating about rescheduling, cancellation, arrival, access, deliverables, or other legitimate booking matters.

5. Prohibited Messaging Conduct

Users must not use Messaging Tools to:

• harass, threaten, insult, humiliate, intimidate, or abuse another user;
• send repeated unwanted messages;
• send spam, phishing messages, bulk promotions, or chain messages;
• solicit unrelated services, products, investments, or external business opportunities;
• recruit users into unrelated schemes, affiliate programs, or competing lead funnels;
• send malware, malicious links, deceptive attachments, or harmful scripts;
• impersonate another person, business, authority, or OXLY representative;
• demand undisclosed payments or hidden charges;
• pressure a user into moving a transaction off-platform in violation of Platform rules;
• exchange direct contact details for the purpose of bypassing required Platform booking, payment, trust, moderation, or complaint flows;
• promote prohibited services or activities;
• share another person’s private information unlawfully;
• use sexually explicit, exploitative, discriminatory, hateful, or otherwise abusive language;
• use messaging as leverage in a refund, review, complaint, or pricing dispute.

6. Exchange of Contact Details and Off-Platform Circumvention

Where the Platform requires pre-booking communication to remain in-platform, users must not request, send, or encourage the exchange of direct contact details, including:

• phone numbers;
• personal email addresses;
• private messaging handles;
• social media accounts;
• external payment details;
• off-platform meeting or business-routing details,

for the purpose of bypassing the Platform’s booking, pricing, payment, trust, safety, or moderation systems.

Where the Platform permits limited exchange of contact details after a Booking is confirmed and such exchange is reasonably necessary for service fulfillment, users may do so only within the limits allowed by the Platform and applicable law.

OXLY may treat attempts to move users off-platform before required steps are completed as a policy violation even if no off-platform payment is ultimately made.

7. Solicitation and Lead Diversion

Users must not use Messaging Tools to solicit other users for unrelated commercial purposes.

Prohibited Solicitation includes, without limitation:

• pitching unrelated products or services;
• asking users to join external channels, groups, or platforms for unrelated sales purposes;
• harvesting leads for use outside the Platform contrary to Platform rules;
• redirecting users to a different marketplace, booking system, or payment route in order to avoid Platform fees or controls;
• unsolicited recruiting, recruiting for multi-level marketing, or similar commercial outreach unrelated to the booked or requested service.

8. Monitoring and Moderation of Messages

OXLY may use automated and manual systems to detect fraud, abuse, prohibited services, payment circumvention, spam, harassment, and other policy violations in Messaging Tools.

To the maximum extent permitted by law and the Privacy Policy, OXLY may:

• review message metadata;
• review message content where reasonably necessary for trust and safety, support, payment protection, fraud prevention, policy enforcement, legal compliance, or dispute resolution;
• block, quarantine, hide, or remove messages;
• restrict messaging functionality;
• preserve messages and logs as evidence.

OXLY is not required to deliver, retain, or publish every message.

9. Who May Leave Reviews and Ratings

Where review functionality is enabled, Reviews and Ratings should be based on genuine Platform-related experience.

Unless the Platform clearly states otherwise, a User may leave a Review or Rating only if the User has had a real interaction relevant to the subject of the review, such as:

• a completed or materially attempted Booking;
• a genuine service engagement;
• another real Platform-mediated interaction that the relevant feature is designed to capture.

The Company may limit who can review, when reviews may be submitted, how many reviews may be submitted per Booking or service, and how reviews are displayed.

The Company is not required to allow a review merely because a User wishes to leave one.

10. Review and Rating Standards

Reviews and Ratings must be:

• honest;
• based on real experience;
• relevant to the service, Booking, or interaction;
• reasonably specific where appropriate;
• lawful;
• not misleading in any material respect.

Reviews should reflect the Reviewer’s own experience and should not include irrelevant accusations, fabricated facts, or content unrelated to the underlying interaction.

Subjective opinion is allowed. False factual claims are not.

11. Fake Reviews and Manipulated Ratings Are Prohibited

Users must not create, submit, encourage, buy, sell, trade, or facilitate Fake Reviews or manipulated Ratings.

Prohibited conduct includes, without limitation:

• reviewing yourself;
• reviewing your own business under another account;
• having employees, contractors, agents, family members, or friends post undisclosed promotional reviews;
• submitting competitor reviews designed to damage another user;
• paying for reviews or offering compensation in exchange for reviews, unless expressly permitted and transparently disclosed by the Platform;
• review swapping arrangements;
• creating fake bookings or fake user accounts to generate reviews;
• coordinated review campaigns intended to manipulate reputation, ranking, or trust signals;
• artificially inflating or deflating ratings.

The Company may remove Fake Reviews, recalculate Ratings, disregard suspicious feedback, and take enforcement action against the responsible Users.

12. Review Extortion and Feedback Blackmail

Users must not engage in Review Extortion.

Prohibited conduct includes, without limitation:

• threatening to leave a negative review unless money, a refund, a discount, or another benefit is given;
• promising a positive review in exchange for compensation or special treatment;
• pressuring another user to waive rights, complaint options, or policy protections in exchange for review-related outcomes;
• threatening reputational harm to force off-policy concessions;
• using a review or rating as a bargaining weapon rather than a genuine account of experience.

Any such conduct may result in immediate removal of the review, reversal of related rating effects, and enforcement action.

13. Prohibited Review Content

A Review or Rating must not include content that:

• is false or materially misleading;
• contains hate speech, slurs, harassment, or abuse;
• contains threats, blackmail, or intimidation;
• reveals private personal data unlawfully;
• contains confidential, medical, financial, or identity information of another person without lawful basis;
• includes profanity, explicit sexual content, or graphic material in a way inconsistent with Platform rules;
• infringes third-party intellectual property or image rights;
• promotes prohibited services or unrelated commercial activity;
• is irrelevant to the relevant service or interaction;
• appears to be retaliatory, manipulative, or abusive.

14. Grounds for Review Removal, Restriction, or Non-Publication

OXLY may remove, hide, restrict, refuse to publish, de-rank, or otherwise limit any Review, Rating, reply, or related content where it reasonably believes that the content:

• violates this Policy or any other Platform policy;
• is fake, deceptive, or coordinated;
• appears to be extortionate or retaliatory;
• contains personal data or confidential information that should not be public;
• is unlawful, abusive, discriminatory, or threatening;
• is irrelevant or not based on a genuine experience;
• concerns a Booking or interaction that cannot be reasonably substantiated;
• creates legal, regulatory, safety, fraud, or reputational risk;
• undermines the integrity of the Platform’s trust systems.

OXLY is not required to explain every moderation decision in detail.

15. Replies to Reviews

Where enabled, the Review Subject may be allowed to reply to a Review.

Any reply must comply with this Policy and all applicable Platform rules. In particular, replies must not:

• harass or threaten the Reviewer;
• disclose private information;
• retaliate with abusive content;
• contain discriminatory, false, or defamatory claims;
• be used to intimidate the Reviewer into removing or changing a review.

OXLY may remove or restrict replies on the same basis as Reviews.

16. Ratings, Ranking, and Trust Effects

Ratings and Reviews may influence how profiles, listings, or services are displayed on the Platform, including in relation to:

• discoverability;
• badges or trust signals;
• ranking;
• recommendation surfaces;
• category placement;
• eligibility for certain features.

OXLY may choose how to weight, display, summarize, or disregard Reviews and Ratings. The Company is not required to use every review equally and may exclude, filter, or de-emphasize reviews for trust, safety, fairness, fraud-prevention, or system-integrity reasons.

17. No Obligation to Publish All Feedback

OXLY is not a neutral storage system required to publish all submitted messages, Reviews, Ratings, or replies.

The Company may:

• refuse publication;
• delay publication;
• moderate content before or after publication;
• remove content later;
• preserve content internally without public display;
• restrict feedback functionality for particular users, categories, or cases.

18. Reporting Messaging or Review Abuse

Users may report messaging abuse, fake reviews, review manipulation, extortion, harassment, privacy violations, or other violations of this Policy through Platform tools where available or via:

• help@oxly.eu
• a.samoylov@inspot.ad

A report should include, where reasonably possible:

• the relevant Booking, profile, review, or message link;
• screenshots or extracts;
• dates and context;
• an explanation of why the content or conduct is problematic;
• any relevant supporting evidence.

OXLY may request additional information.

19. Investigations and Cooperation

OXLY may investigate suspected violations of this Policy.

As part of an investigation, the Company may:

• review messages, Reviews, Ratings, replies, and related metadata;
• review booking and payment history relevant to the matter;
• request explanations, clarifications, or documents;
• compare account relationships, activity patterns, or suspicious review behavior;
• preserve logs and evidence;
• cooperate with payment providers, technical service providers, advisers, or competent authorities where lawful and reasonably necessary.

Users are expected to cooperate in good faith. Failure to cooperate may affect the outcome of the review.

20. Enforcement Measures

Where OXLY reasonably believes that a user has violated this Policy, OXLY may take one or more enforcement actions, including without limitation:

• issuing a warning;
• removing or hiding messages, Reviews, Ratings, or replies;
• disabling review functionality;
• restricting messaging functionality;
• removing trust badges or other visibility benefits;
• adjusting ranking treatment or review weighting;
• restricting booking or payment functionality;
• delisting a profile, listing, or service card;
• freezing, delaying, reserving, offsetting, or withholding payouts where permitted by law and applicable payment terms;
• suspending or terminating an account or role;
• blocking access to the Platform.

Where reasonably practicable, OXLY will generally seek to issue a warning first. However, the Company may act immediately, with or without prior notice, where it reasonably considers immediate action necessary because of:

• serious fraud;
• fake review networks;
• review extortion;
• harassment or threats;
• payment circumvention;
• prohibited services;
• severe privacy violations;
• urgent trust and safety or legal risk.

21. Privacy and Public Visibility of Reviews

Reviews and Ratings may be public, semi-public, or internal depending on the feature design.

Where a Review is public or semi-public, the Platform may display information such as:

• the Reviewer’s first name, business name, or profile identifier;
• profile image, where applicable;
• rating value;
• date or approximate timing of the review;
• the relevant service category or Booking context.

Users should not include unnecessary personal data in Reviews, Ratings, or replies.

Private messages are not intended for public display, but may be accessed and used by OXLY where reasonably necessary as described in this Policy and the Privacy Policy.

22. No Guarantee of Accuracy or Outcome

OXLY seeks to promote reliable feedback, but does not guarantee that:

• every Review is factually complete or accurate;
• every Rating reflects objective quality;
• every abusive review will be detected immediately;
• every report will result in removal or enforcement;
• any particular review score will produce a specific ranking or business outcome.

Nothing in this Policy means that OXLY endorses every published message, Review, Rating, or reply.

23. False Reports and Abuse of Review Processes

Users must not submit false, retaliatory, or manipulative reports about messages or reviews.

The Company may take enforcement action against users who:

• file knowingly false reports;
• weaponize moderation processes against competitors or other users;
• fabricate evidence;
• repeatedly misuse complaint channels to suppress legitimate feedback.

24. Changes to This Policy

OXLY may update this Policy from time to time.

If material changes are made, the Company may notify users by:

• posting the updated version on the Platform;
• updating the Effective Date or Last Updated date;
• email notice;
• in-app notice;
• account notice; or
• another reasonable communication method.

Continued use of the Platform after the effective date of the revised Policy constitutes acceptance of the updated version.

25. Governing Law and Jurisdiction

This Policy is governed by and shall be interpreted in accordance with the laws of the Principality of Andorra, without regard to conflict-of-law principles.

Any dispute arising out of or in connection with this Policy shall be submitted to the competent courts of Andorra, unless mandatory consumer protection law requires otherwise.

26. Contact

IN SPOT SLU

Carretera d’Engolasters 27A 2-1, Andorra

Tax / Registration No.: L-919089-T

Legal contact: a.samoylov@inspot.ad

Support contact: help@oxly.eu