When a Review May Be Eligible for Removal and How to Request a Review
Reviews help clients make informed decisions and give barbers feedback about their experience.
We understand that receiving a negative review can be frustrating. However, theCut does not remove a review simply because it's negative or because you disagree with what the client shared.
If you believe a review violates our Review Policy, you can submit a dispute and our team will investigate it.
Can This Review Be Removed?
Before submitting a dispute, consider why you're requesting removal.
A review may be eligible for removal if it violates theCut's policies.
A Review May Be Removed If It Includes:
Hate speech or discriminatory language
Harassment or personal attacks
Threats or abusive behavior
Personal or private information
Spam or promotional content
Content intended for the wrong barber
Fraudulent activity
Extortion or coercion, such as demanding a refund in exchange for changing or removing a review
Content unrelated to the appointment or service
Other content that violates theCut's Community Guidelines or Terms of Service
Our team will review the full context before determining whether a review should be removed.
What Isn't Grounds for Removal?
A negative experience or opinion does not automatically violate our Review Policy.
For example, we generally won't remove a review simply because:
A client didn't like their haircut or service.
A client felt their appointment was rushed.
A client was unhappy with communication.
A client complained about their wait time.
A client disagreed with pricing or felt the service wasn't worth the price.
A client said they wouldn't return.
You remember the experience differently.
You believe the client's rating was unfair.
You don't have to agree with a client's opinion for their review to remain eligible.
💡 Good to Know: The purpose of the dispute process is to address policy violations, not determine which person has the "correct" opinion about an appointment.
Consider Communicating With Your Client
If the issue appears to be a misunderstanding or something you may be able to resolve directly, consider reaching out to the client through theCut.
A respectful conversation may help clarify what happened, and the client may choose to update their feedback after the issue is resolved.
You don't need to contact the client if doing so would be inappropriate or uncomfortable, particularly when the situation involves:
Harassment
Threats
Discrimination
Suspected fraud
Safety concerns
Contact Support directly in those situations.
Review Dispute Limits
To keep the dispute process focused on potential policy violations:
You may submit up to three review disputes within a rolling six-month period.
The limit applies whether previous disputes were approved or denied.
Each review can only be disputed once.
Once you've reached your limit, you'll need to wait until a previous dispute falls outside the six-month period before submitting another.
Because disputes are limited, we recommend using them for reviews you genuinely believe violate the policies above rather than reviews you simply disagree with.
Submit a Review Dispute
If you believe a review violates our policy, contact Support through Help & Resources in the app and select Send Us a Message, or email [email protected].
Include:
The review you're disputing
A brief explanation of which policy you believe it violates
Relevant screenshots
Supporting documentation
Relevant in-app conversations, when applicable
Any other information that helps us understand what happened
💡 Tip: Be specific. Instead of saying, "This review is false," explain what part of the review you believe violates the policy and provide any supporting information you have.
Complete information helps our team investigate your dispute more efficiently.
What Happens After You Submit a Dispute?
1. We Review Your Request
Our team reviews the review itself along with relevant information related to the appointment.
Depending on the situation, this may include:
Appointment details
In-app messages
Screenshots or photos
Booking history
Information provided by you or the client
2. We May Contact the Client
If additional information would help us understand what happened, we may contact the client for their perspective.
If the client doesn't respond, we'll make a decision using the information available.
3. We Make a Decision
After reviewing the available information, we'll determine whether the review violates our Review Policy.
You'll be notified of the outcome.
Possible Outcomes
After our investigation:
The review may be removed if we determine that it violates our policies.
The review may remain if we determine that it doesn't violate our policies.
The client may update their review if they choose to revise their feedback.
A dispute does not guarantee that a review will be removed.
Appeals
If you receive a decision and have new information or evidence that wasn't included in your original dispute, you may submit one appeal within 14 days of the decision.
Submitting the same information again without new evidence won't result in another review of the decision.
Reviews During an Investigation
Reviews generally remain visible while they're being investigated.
If a review presents an immediate safety or serious policy concern, our team may take additional action while the investigation is underway.
The Same Policy Applies to Every Barber
Review disputes are evaluated using the same standards regardless of:
Subscription type
Account history
Barber rating
Number of bookings
Length of time on theCut
Having a PRO subscription does not change how a review dispute is evaluated.
Use the Dispute Process Responsibly
The dispute process exists to address potential violations of our Review Policy.
Knowingly submitting false, misleading, or repetitive disputes may result in the dispute being denied or restrictions being placed on your ability to submit additional disputes.
Still Need Help?
If you're unsure whether a review may violate our policies or need help submitting a dispute, our Support team is happy to help.
Contact us at [email protected], and we'll get you the answers you need.