Review Integrity & Dispute Policy
At theCut, reviews help clients make informed decisions and give barbers valuable feedback to grow their business. Because reviews are an important part of building trust in our marketplace, we do not remove reviews simply because they are negative.
If you believe a review violates our Review Policy, you may submit a dispute for our team to investigate.
Before You Submit a Dispute
We strongly encourage you to reach out to your client first through in-app messaging. Many misunderstandings can be resolved with a respectful conversation, and clients may choose to update their review after the issue has been addressed.
Before submitting a dispute, please:
Contact the client through theCut messaging.
Allow up to 48 hours for a response before opening a dispute.
Exceptions: You do not need to contact the client first if the review involves fraud, harassment, threats, discrimination, or another safety concern.
Reviews Eligible for Removal
A review may be removed if our investigation determines that it contains or involves:
Hate speech or discriminatory language
Harassment or personal attacks
Threats or abusive behavior
Personal information, including phone numbers, addresses, or other private details
Spam or promotional content
A review left for the wrong barber
A duplicate review for the same appointment
A fraudulent booking or review
Extortion or coercion, such as demanding a refund in exchange for removing or changing a review
Content unrelated to the appointment or service provided
Any other violation of theCut's Community Guidelines or Terms of Service
Reviews That Will Not Be Removed
Honest opinions are an important part of our marketplace and are generally not removed simply because a barber disagrees with them.
Examples include:
A client did not like the haircut or service.
A client felt the appointment was rushed.
A client believed communication could have been better.
A client commented on wait time.
A client expressed concerns about pricing.
A client said they would not return.
The barber disagrees with the client's opinion.
Review Dispute Limits
To ensure the dispute process is used thoughtfully and fairly:
Each barber may submit up to three (3) review disputes during any rolling six (6) month period.
This limit applies regardless of whether previous disputes were approved or denied.
Each review may only be disputed once.
Once your dispute limit has been reached, additional disputes cannot be submitted until one of your previous disputes falls outside the six-month window.
How to Submit a Review Dispute
If your review qualifies under the policy above, contact our Support team by:
Opening Help & Resources in the app and selecting Send Us a Message, or
Emailing [email protected]
Please include:
A brief explanation of why the review violates our policy
Screenshots or supporting documentation
Relevant in-app conversations (if applicable)
Any additional evidence that supports your request
Incomplete submissions may delay the investigation.
What Happens Next?
Once your dispute is submitted:
Step 1. Confirmation
Our team will acknowledge your request within two business days.
Step 2. Investigation
We'll review all available information, including:
Appointment details
In-app messages
Photos or screenshots provided
Previous booking history
Review content
Supporting evidence from both parties
Step 3. Client Response
If appropriate, we'll contact the client and allow them up to five (5) calendar days to respond.
If no response is received, we'll make a decision using the information available.
Step 4. Decision
Most disputes are resolved within 10 business days.
You'll receive a final decision explaining:
Whether the review will remain or be removed
The policy applied during the investigation
Any next steps, if applicable
Possible Outcomes
After reviewing the dispute, one of the following outcomes will occur:
✅ The review is removed because it violates our Review Policy.
✅ The review remains because it does not violate our Review Policy.
✅ The client chooses to voluntarily update or revise their review after resolving the issue with the barber.
Appeals
If you have new information that was not included in your original submission, you may submit one appeal within 14 days of receiving your decision.
Appeals without new evidence will not be reconsidered.
Abuse of the Dispute Process
Submitting knowingly false, misleading, or repetitive disputes may result in:
Denial of the dispute
Temporary loss of dispute privileges
Additional account action if misuse continues
Frequently Asked Questions
Will my review disappear while it's being investigated?
No. Reviews remain visible during the investigation unless they present an immediate safety or policy concern.
Can I dispute the same review more than once?
No. Each review may only be disputed one time.
What if the client never responds?
We'll make a fair decision using all available evidence.
Does having a PRO subscription affect review disputes?
No. Every dispute is reviewed using the same Review Policy, regardless of subscription level, account history, or rating.
Need Help?
If you have questions about a review or need assistance with the dispute process, we're here to help.
Contact us anytime through Help & Resources in the app or email [email protected] and request an agent.
Our goal is to ensure every review is handled fairly, consistently, and with the integrity our community expects.