Feedback Policy

We urge all Users to please use caution and good judgment when leaving feedback. What you write can be read by other Users, and in most cases, you cannot go back and edit your remarks - they become a permanent part of that User's record.
Please also bear in mind that you may be held legally responsible for damages to someone's reputation if a court, tribunal or other authorized authority finds that your remarks are defamatory. Under applicable laws, including the Communications Decency Act, Keen is not legally responsible for the feedback that Users post on its Site, even if that feedback is defamatory. Keen provides a star rating system and feedback forum as a place for our Users to express their opinions, and we will neither censor these opinions nor investigate them for accuracy.
To ensure that the feedback system is not abused, Keen may remove feedback in the situations described below. If you believe that another User has left feedback for you that meets one or more of the following criteria, you may contact us:
  • The feedback was written with the sole intention of describing or commenting on Keen itself and not the User or the User's Services.
  • The feedback contains, in Keen's sole discretion, profane or vulgar language or Sexually-Oriented content. Keen will not remove feedback containing inflammatory words such as "fake," "sucks" or "boring".
  • The feedback contains personal identifying information about a User, including real name, address, phone number or email address.
  • The feedback contains negative comments regarding a User's failure to perform actions or services which are outside the scope of the User's Services described in the listing.
  • The feedback is made by a User for themselves (whether directly or indirectly, using secondary User names or third parties to leave such feedback).
  • The feedback is made by a User who provided Keen with false contact information during the registration process, and cannot be contacted.
  • Feedback is determined by Keen in its sole discretion to be of a harassing nature, and Keen may remove any or all feedback made by that User.
  • The feedback refers to another User's feedback, mentions other User or includes links to other Websites.
  • Feedback describing a transaction where no services were provided, due to a technical issue, may be removed if the User agrees to refund the cost of the conversation to the User.
  • Feedback mistakenly left or intended for another User will be considered for removal only when the User responsible informs Keen of the error.
  • Feedback will be considered for revision when Users mutually agree that the star rating is no longer an accurate reflection of a transaction. In this circumstance, both Users must write to Keen with their request.
  • Keen reserves the ability, in its sole discretion, to remove feedback deemed irrelevant or otherwise not reflective of User interactions with another User.
This Feedback Policy forms part of the User Agreement and is incorporated by reference therein. Capitalized terms not defined herein will have the meanings set forth in the User Agreement and related policies.
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