Ratings, reviews and content policy

Version v1.2 · Effective 29 October 2026 · Clexen Rentals Private Limited · ref 7dffc7ce9324

Purpose: keeps ratings, testimonials, logos and partner listings honest and lawful. It is aligned with the Consumer Protection Act 2019 rules on misleading advertisements, the CCPA Guidelines for Prevention of Misleading Advertisements 2022 and the Dark Patterns Guidelines 2023, and the voluntary standard IS 19000:2022 on online consumer reviews. Parties: Clexen, Customers who rate, and Partners who list.

Acceptance triggers:

• Customers: the feedback form, including a separate "you may show my comment" checkbox.
• Partners: Document 04, clause 9.
• Marketing claims: internal rule for Clexen staff.

1. Ratings by Customers

1. Only a Customer who chose a Quote can rate that Partner, and only once per Order. Clexen sends the invitation 4 days after Choice.

2. A rating covers: overall score (1 to 5), on time (yes or no), would rent again (yes or no), and an optional comment.

3. No incentives are offered for ratings. No Partner may offer one. Clexen does not pay for, write, or alter ratings.

4. Clexen may refuse to publish a comment that:

   • is abusive, defamatory or unlawful;
   • contains Personal Data or contact details;
   • is about another Order;
   • is clearly unrelated to the hire.

   Clexen will not suppress a rating merely because it is negative.

5. Publication. Comments are published only if the Customer ticks the publication box. They are shown with first name and city only. Scores may be used, in aggregate and without names, to rank Partners (Document 15).

6. Partner reply. A Partner may reply once to a published comment, factually and politely, or ask Clexen to review the comment if it believes it breaches this policy. Clexen decides within 10 Business Days and tells both sides.

2. Testimonials, logos and case studies

1. Clexen uses only genuine testimonials from real Customers or Partners, with their written consent, recorded and kept with the original text.
2. Edits are limited to length and grammar. The meaning is not changed.
3. Customer logos are shown only with permission. Copies of the permissions are kept on file. Logos show that the company has used Clexen. They do not mean the company endorses a specific Partner.

3. Claims Clexen makes

1. Any number or superlative must be backed by records kept on file and reviewed at least every 6 months. Examples: partner count, cities, years in operation, response time, "largest".
2. A figure is shown with "since" or "as of" wording where it can change.
3. No fake urgency, false scarcity, hidden costs, pre-ticked consent, confirm-shaming, or difficult cancellation, in line with the Dark Patterns Guidelines 2023.
4. [Annual self-audit for dark patterns, recorded with date and outcome, in line with the CCPA advisory of 5 June 2025.]

4. Partner content

1. Partners must upload only:
   • photos of their own Equipment, or images they have a licence to use;
   • true specifications.
2. Prohibited content:
   • images copied from manufacturers or other sites without permission;
   • misstated capacity or year;
   • contact details meant to bypass Clexen;
   • any content prohibited by rule 3(1)(b) of the IT Intermediary Rules 2021.
3. Clexen may edit listings for format and accuracy. It may remove content that breaches this policy, telling the Partner why.
4. Photos a Partner uploads are labelled as the Partner's photo. Catalogue images are labelled or described as representative.
5. At a Partner's request, Clexen may add or update the Partner's listings from details, specifications and photos the Partner sends (for example by phone, WhatsApp, email or a spreadsheet). That content is the Partner's content under point 1 and Document 04, clause 9. The Partner can review, change or remove it in the Partner App, and should tell Clexen if anything is wrong.

6. Clexen's own images and catalogue information

1. Sources Clexen may use for catalogue images:
   • its own photos and drawings;
   • images licensed from a stock library or agency;
   • images a manufacturer or dealer has allowed in writing, or under published media-kit terms that cover this use;
   • Partner photos under Document 04, clause 9.1;
   • images published under an open licence that allows commercial use and adaptation, such as Creative Commons CC0, CC BY or CC BY-SA, or images in the public domain. Clexen checks the licence of each image before use and records it in the register under point 3.
2. An image being visible on a manufacturer's or dealer's website is not, by itself, permission to use it.
3. Clexen keeps a register of every catalogue image: where it came from, the basis for using it, the evidence, any credit required and any restrictions. Clexen is reviewing images whose basis is not yet recorded. It will replace, with a drawing, a cleared image or a Partner photo, any image:
   • that it cannot clear;
   • whose rights holder objects.
4. Manufacturer and model names are used only to identify equipment (Document 02, clause 4.5). Model information records the manufacturer page it was checked against and the date. Information that has not been checked is marked as not verified in Clexen's systems and is not presented as the manufacturer's statement.
5. Clexen does not use manufacturer logos on catalogue pages, and does not state or imply a partnership, sponsorship or endorsement unless one exists in writing.
6. For openly licensed images, Clexen gives the author, the licence and a link to the source on its Image credits page, linked from the footer of every page. Clexen only resizes and compresses these images. If it ever adapts one licensed CC BY-SA, it shares the adaptation under the same licence.

5. Reporting content

Anyone may report a rating, listing or other content as unlawful, infringing or misleading under Document 14, section 5.