Internal Governance Policy
At RenoTender, our objective is to help property owners like you in finding reliable and capable interior designer for your renovation projects. By sharing certified feedback of your renovation journey, you can help other property owners to make an informed decision when selecting an interior designer to engage and also provided an opportunity for us to weed out non performing / recalcitrant trading partners.
Everyone deserves a second-chance, your feedback will also provide an opportunity for our trading partners to improve on their services and to learn from their mistakes.
You will only be allowed in our platform to provide your unbiased feedback after you have shortlisted and signed a renovation contract with the trading partner.
What are certified feedbacks?
Certified feedbacks are feedbacks that you can rely on – these are genuine accounts of their renovation journey and that are written by real property owners who has engaged the services of our trading partners.
Certified feedbacks play a pivotal role in ensuring that users of RenoTender are assured of the quality of all registered trading partners in our platform.
- To certify the authenticity of every feedback provided, the trading partner involved must be shortlisted with a renovation job via RenoTender platform and a copy of the renovation contract/invoice should be provided.
- All submitted feedbacks are kept strictly confidential and will not be shared with any external parties unless with explicit consent from owner.
- There will always be 2 sides of the coin, hence, upon receipt of a certified feedback, our remediation team will intervene and try to resolve any differences between property owner and our trading partners so that matters raised are settled amicably whenever possible.
- RenoTender will not tolerate recalcitrant trading partners and will not hesitate to deregister them as our trading partner to ensure the quality of all our registered trading partners.
Share your experience
We encourage you (in fact we are rewarding you – refer to our promotion page) to share your unbiased feedback (both positive and negative) about the trading partner that you have shortlisted and engaged for your renovation. As your feedback is of paramount important to us, we generally do not edit or remove any feedbacks provided, unless they have violated our guidelines (see next section).
RenoTender Remediation Team
In the event of a dispute, as a first level resolution, we strongly encourage property owners to contact the trading partner in question to share your experience so that both sides can come to an amicable resolution.
2nd level resolution kicks in when property owners and or trading partners are unable to reach consensus. RenoTender remediation team will then step in as an objective third party to hear out from both parties and to make acceptable proposal(s) for resolution.
Afterall, renovation should be a celebrative and a joyous event.
Our Feedback Screening Process
In RenoTender we place great emphasis to ensure that every feedback that we received are genuine. Therefore, we perform thorough review to ensure that all feedbacks received comply with our established guidelines. The following are scenarios where feedbacks may be removed or edited by RenoTender administration team:
- Feedback on a company that is not a registered trading partner in our platform
- Feedback on a company for previous or incidental works not shortlisted using RenoTender platform
- Feedback that contains fraudulent feedback, spam, offensive language or solicitation for businesses
- Duplicated feedback (homeowners leaving multiple reviews using separate accounts or getting someone from the same household to leave a similar review)
- Feedback that provides little or no context
- Feedback that does not reference to the main works or services rendered by our trading partner(s)
- Feedbacks where its legitimacy cannot be proven, or proven to be fake, or were written by a registered trading partner or another ID company, a third party or a bot without the homeowners’ knowledge and consent
We do not encourage homeowners to leave feedback without proof that they have engaged the trading partner, nor do we encourage trading partners to leave feedback on behalf of homeowners. We reserve the right to request for additional information for verification.
In the event where a feedback’s legitimacy cannot be established, it will be removed.
How RenoTender penalises trading partner(s) who engages in dishonest or fraudulent activity
We continuously review all contents, feedback and advertisement hosted on our platform to ensure that they remain impartial and factual. No trading partners, advertisers or businesses can influence RenoTender to edit feedback (provided by customers) on them or provide preferential recommendations on their services.
- We block and/or remove non-factual feedbacks.
- For customers’ benefit, we believe in fair, righteous and healthy competition amongst our trading partners, hence we continuous perform checks and will actively crack down on firms that attempt to boost their reputation by leaving fake positive feedbacks about their services and/or leave fake negative feedbacks on their competitors. We will not hesitate to remove all fake reviews created by third-party sources and penalise the interior firms caught engaging in these dishonest activities.
- Penalised trading partners will be investigated and temporarily suspended or deregistered as our trading partners.
We strive to ensure that our database of feedbacks are genuine, factual with the objective to help all users of our platform you to make informed decisions about your renovation.
