This document is a translation provided for information purposes only. The Romanian version is the sole legally binding version and prevails in the event of any discrepancy.
Article 1. Subject matter and definitions
(1) This document sets out the conditions under which Reviews may be published on the Platform, how KYRO verifies their origin, prohibited content, the reporting and moderation procedure, and the method for calculating a Salon's average rating. The document also contains the information on how KYRO ensures that the published Reviews originate from Clients who actually received the Salon Service, in accordance with Law no. 363/2007 on combating unfair commercial practices of traders towards consumers and Article 7(6) of Directive 2005/29/EC, as amended by Directive (EU) 2019/2161.
(2) Capitalised terms, including "Client", "Salon", "Review", "Booking", "Completed Visit" and "Team Member", have the meaning given to them in Article 1 of the Terms and conditions for clients.
Article 2. Conditions for publishing a Review
(1) A Review may be published only from the Account of the Client in whose name the Booking was made or recorded, and only after the Salon has marked the visit as completed, so that it has become a Completed Visit.
(2) Cancelled Bookings, Bookings marked as a no-show and Bookings that the Salon has not marked as completed cannot be the subject of a Review.
(3) A single Review may be published for each Completed Visit. Each new Completed Visit at the same Salon entitles the Client to publish a new Review.
(4) Shortly after the visit ends, the Kyro App asks the Client for feedback on the visit. The Client may turn these requests off in the "Cont" (Account) section, under "Notificări" (Notifications).
Article 3. Verification of the origin of Reviews
(1) Through the conditions set out in Article 2(1), KYRO verifies that the Review originates from a person who, according to the Salon's records, had a Completed Visit at the Salon concerned.
(2) KYRO does not otherwise verify the experience described in the Review. The Review expresses the opinion of its author.
(3) The "Vizită finalizată" (Completed Visit) mark displayed next to a Review certifies only that the conditions set out in Article 2(1) are met and has no other meaning.
Article 4. Content of a Review
(1) A Review contains:
- a) a rating from 1 to 5 stars for the Salon, which is mandatory;
- b) optionally, a comment of no more than 1,000 characters;
- c) optionally, a rating and a comment concerning the Specialist who provided the Salon Service.
(2) On the Salon's page, the Review is displayed together with the Client's first name and the initial of the Client's last name (for example, "Matei M."), the date and the name of the Salon Service. The Salon's Team Members see the Client's full name, in order to link the Review to the visit.
(3) The Client may amend the Review at any time. The amended version replaces the previous one.
(4) The Client may request the deletion of the Review at [email protected]. The Client's Reviews are also deleted when the Account is deleted.
Article 5. Automatic language filter
(1) Before publication, Reviews and Salons' replies are checked by an automatic filter, which rejects texts containing profanity or insults included in a predefined list.
(2) If a text is rejected, its author is informed by a message and may rephrase the text.
(3) The automatic filter takes no other decision. Reports are examined exclusively by persons on the KYRO team.
Article 6. Prohibited content and grounds for removal
(1) KYRO removes a Review or a Salon's reply (referred to in this paragraph as "the text") only if the removal is required by law or by an authority or if the text falls within at least one of the following situations:
- a) it contains insults, threats, harassment, or hate speech or incitement to discrimination;
- b) it has sexual or violent content or constitutes illegal Content;
- c) it discloses another person's personal data (for example, an employee's phone number or address) or data concerning a person's health;
- d) it is unrelated to the visit (for example, advertising, links, unsolicited messages or political messages);
- e) it is fake, namely it was written by a person other than the Client, by the Salon about itself or by a competitor of the Salon;
- f) it was paid for, bought or given in exchange for a benefit;
- g) it reproduces texts for which the author does not hold the necessary rights.
(2) A Review is not removed merely because it is negative or because the Salon disagrees with it. The Salon has the right to reply publicly, under the conditions set out in Article 8.
Article 7. Prohibition of paid or incentivised reviews
(1) Neither KYRO nor the Salons may offer money, discounts, loyalty points or other benefits in exchange for a Review or for a higher rating.
(2) Loyalty points are awarded exclusively for Completed Visits and never for Reviews. Publishing a Review has no effect on loyalty points.
(3) KYRO may suspend from the Platform any Salon that buys, writes or solicits fake Reviews.
Article 8. Rights of Salons in relation to Reviews
(1) The Salon has the right:
- a) to reply publicly to each Review, through the Owner or a Manager; the reply is displayed under the Review and is subject to the same rules as the Review;
- b) to report from Kyro Studio a Review that it considers contrary to these rules.
(2) Salons may not delete, hide, modify or reorder Reviews.
Article 9. Reporting and moderation
(1) Any person may report a Review or a Salon's reply, using the "Raportează" (Report) button displayed next to it, or by a message sent to [email protected]. The reporting procedure is described in Points of contact and reporting of content (DSA).
(2) The Client may block the author of a Review. After blocking, the Reviews of the blocked author are no longer displayed to the Client who blocked them.
(3) The report is forwarded immediately to the KYRO team, which adopts a decision within no more than 24 hours of receiving it. Decisions are taken by persons, on the basis of these rules and of the Terms and conditions for clients.
(4) If a Review is removed, KYRO sends its author a statement of reasons, which sets out the decision taken, the facts and circumstances on which it is based, the rule on which it is based and the means by which the decision may be challenged.
(5) A removed Review is no longer displayed on the Salon's page and is no longer taken into account in determining the average rating.
Article 10. Calculation of the average rating
(1) A Salon's average rating is the arithmetic mean of the ratings given to the Salon in all Reviews that have not been removed by KYRO, each Review having the same weight. Ratings are not weighted by age, by author or by any other criterion.
(2) The result is rounded to one decimal place (for example, 4.7) and is recalculated automatically each time a Review is added, amended or removed.
(3) The number of Reviews on which the average rating is based is displayed next to it.
(4) Ratings given to Specialists are not taken into account in determining the Salon's average rating.
(5) A Salon that has no Reviews has no average rating. KYRO does not display fictitious ratings or ratings taken from other platforms.
(6) The average rating is one of the criteria for ordering Salons, in accordance with the Salon ranking criteria.