How reviews work

Only someone who had an online booking with a business that ended as completed can leave a review on Bienaro. The business cannot edit or delete reviews – the platform manages them according to the rules below.

For customers

What a “verified review” means. We send the review invitation by e-mail after an online booking that the client made themselves (not after a manual entry by the business, a booking via the API or one from a waiting-list offer) and that the system records as completed – that is, the appointment took place and the business did not mark it as cancelled or “no-show”. The invitation comes once, about two hours after the appointment ends (at night we postpone it until the morning). We don’t send it if you have declined being contacted, if we don’t have your e-mail, or if you have reviewed the same business in the last 90 days. Verification proves this link to a booking; on its own it is not proof that the visit physically took place. Without a booking no review is created, and each booking can have at most one.
What gets published. The number of stars, your text, your first name – or only initials, if you choose so in the form – and the exact date of the review (day, month, year). Below the review there may be a public reply from the business. Never your e-mail or phone number. The text of a review is shown on the business’s website and on the reviews page on Bienaro: if the business has the Reviews section switched on, all of its published reviews are also on its verification profile bienaro.com/overit/… – there with the text, without name or initials, without the business’s reply (only with a link to it) and with the exact date of the review, newest first. A business can also embed its three newest reviews on its other website as a “Reviews” element – there they appear without name or initials, without the business’s reply, with the text, with the exact date of the review and with a link to all reviews. A business that uses Bienaro only for bookings and has its website elsewhere has no Reviews section: its individual reviews appear on the verification profile and in the embedded element only if the business switches on their publication itself; otherwise only the average and the count are visible. Nobody edits the text of a review – whatever you write in it is visible everywhere the review is shown.
How reviews are shown on a business website. A business website shows at most the 10 newest reviews, sorted from the newest. If there are more than 4, the 3 newest are visible straight away and the others after expanding. The average and the count in the header are calculated from all published reviews. Which ones are shown is chosen neither by the business nor by us – apart from the interventions described below, only the date decides, and the order cannot be influenced by stars or by the plan. A business can only switch off the whole reviews section on its website, not select individual reviews. Its website then neither shows them nor passes them to search engines, and they also disappear from the business’s verification profile on Bienaro, which still shows the average and the count.
The business may only reply. The reply is public and it is clear who is speaking. The business cannot change, hide or delete an individual review – not even a critical one.
When we step in. We hide or remove a review only for these reasons: unlawful content (an insult, a threat, a false statement capable of damaging someone’s reputation, personal data of third parties or another infringement of the rights of others), spam or fraud (a review that did not come from a real visit – for example a paid one, one written on someone else’s behalf or from a test booking) and content unrelated to the visit (text that does not concern the service provided or the visit). If an automatic check finds signs that a review did not come from a real visit, we do not publish it straight away: we hold it back for a check carried out by a person. A review that is held back does not count towards the average. Every intervention has its reason recorded with us, and the author can contact us at info@toucan-labs.cz.
What we remove permanently. Besides hiding, we can remove a review completely: at your own request (you have the right to erasure of your data), in the case of spam or fraud, for content that breaks the law (unlawful content) where hiding is not enough, and for content unrelated to the visit. The reason for removal is always in the audit log and only the platform administrator decides on it; we inform the business about it – except for spam and test bookings, where there was no client review at all. On request, we will tell you as the author the reason and what we based it on (unless the removal was at your own request); within 30 days you can object to it in the same way as to hiding. Removal cannot be undone and such a review no longer counts towards the average. We do not keep the text of a removed review. The record of the intervention keeps the reason, the date, the number of stars and the length of the text; for unlawful content also a cryptographic hash of the text as evidence of the reason for the intervention.

For businesses

Why the business doesn’t delete them. Reviews are only worth something if the business being reviewed cannot edit them or clear them away. The same rule applies to all businesses on Bienaro, regardless of plan: only the platform administrator can remove a review, and only for the reasons listed above – never at the business’s request or by agreement with it.
Reply. A public reply is the best response even to criticism – customers read how a business deals with a mistake.
Do you suspect fraud? Report a review that you believe did not come from a real visit, or content that breaks the law, via “Report a problem" in the administration or to info@toucan-labs.cz. We will look into it and hide it if appropriate, stating the reason.

How we prevent fake reviews

Only someone who booked the appointment online themselves and whose booking ended as completed receives a review invitation – an appointment the business entered into the calendar manually never produces a review. Anyone who has reviewed a business gets the next review invitation from it after 90 days at the earliest, so the average cannot be manufactured with repeated visits. For every review we also monitor the technical circumstances of how it was created; if they don’t add up, we either flag the review for checking or do not publish it at all until it has been checked. We do not publish the specific rules – that would turn them into a how-to. The business only learns the number of withheld reviews, never which ones.

How to report a review

Report a review with unlawful content or a review that breaks the rules above to info@toucan-labs.cz – below the reviews on a business’s verification profile you will find a Nahlásit hodnocení (“Report review”) link that leads to a form with the fields prefilled. State which review it is (business, date and number of stars, or the beginning of the text), the reason (what it breaks), an explanation and your name and contact; the notice should also include a statement that you are submitting it in good faith and that the information in it is accurate and complete. We confirm receipt without undue delay, a person assesses the notice in a timely, diligent and impartial manner, we inform you of the decision with a statement of reasons, and within 30 days you can object to it at the same address. The address info@toucan-labs.cz is our single point of contact under Articles 11 and 12 of Regulation (EU) 2022/2065 (DSA) for authorities and users; communication takes place by e-mail, not with a bot.

How to recognise a genuine website on Bienaro

A business website on Bienaro has a Verified profile on Bienaro link in the footer of its home page. The link on its own proves nothing – anything can be copied. The proof is the page it leads to: bienaro.com/overit/… shows the business name, the addresses its website runs on (the subdomain, the bienaro.com/t/… address and own domains), the average and number of verified reviews and, for a business that publishes individual reviews, also all its reviews with their text and without the author’s name. If the address you are on is not in the list, the website does not run on Bienaro – and its reviews were not verified by us. This only verifies that the website belongs to Bienaro, not the quality of the services or the business itself.

Report a website that pretends to be Bienaro to info@bienaro.cz (mailbox of the operator Toucan Labs s.r.o.); reviews that a business wrote itself to info@toucan-labs.cz. Misuse of the brand and fake reviews are unfair competition (Section 2976 et seq. of the Czech Civil Code) and a misleading commercial practice (Section 5 of the Czech Consumer Protection Act); we also deal with them legally.