Ethics & Transparency
Our commitment to honest, unbiased pet service reviews
We Never Pay to Hide Reviews
All reviews remain visible, always. Businesses cannot pay to remove negative reviews or hide criticism. This is our core promise and the foundation of trust with our users.
Unlike other review platforms that allow businesses to "manage" their reputation by hiding negative feedback, we believe transparency serves pet owners better. Every review—positive or negative—stays visible unless it violates our content policy.
Transparent Ranking Methodology
Our "Top 5" lists and ranking algorithm are deterministic and spam-resistant. Here's exactly how we calculate scores:
Score = 0.6 × Bayesian Average + 0.25 × Recency + 0.15 × Depth
1. Bayesian Average (60% weight)
We use Laplace smoothing with a prior of 5 reviews at 3.8 stars. This prevents businesses with just one 5-star review from dominating the rankings.
(review_count × avg_rating + 5 × 3.8) / (review_count + 5)2. Recency Boost (25% weight)
Reviews in the last 180 days contribute to a recency score, capped at +0.4. This ensures businesses maintain current quality standards.
3. Review Depth (15% weight)
Average review body length and the ratio of reviews with photos. Detailed reviews with evidence score higher, up to +0.2.
This formula is public and cannot be gamed through fake reviews or manipulation. Quality businesses with consistent, recent reviews will naturally rank higher.
Verification Badges
Verified Reviews
Reviews with receipts, appointment confirmations, or other evidence receive a "Verified" badge. Verification is optional but helps other pet owners trust the review.
Verified Businesses
Businesses that complete our verification process (proof of ownership, business license) receive a "Verified" badge. This confirms the business is legitimate and actively managed.
Claimed by Owner
Businesses can claim their listings to respond to reviews and update information. Claiming does not allow hiding reviews or manipulating ratings.
Moderation Policy
We only remove reviews that violate our content policy. Here's what we do and don't moderate:
We Remove:
- Spam or fake reviews
- Hate speech or harassment
- Personal information (doxxing)
- Reviews by employees/competitors
- Duplicate submissions
- Reviews of wrong business
We Keep:
- Negative reviews (even harsh ones)
- Reviews about bad experiences
- Critical but honest feedback
- Reviews owners disagree with
- Low ratings with explanations
Review Disputes
If a business disputes a review, they can flag it for admin review. We investigate and may mark it as "disputed" but will not remove it unless it violates our content policy. Owners can respond publicly to any review.
What Business Owners Can Do
Business owners who claim their listings can:
- Update business information (hours, phone, website, description)
- Upload photos of their facility
- Respond to reviews publicly
- Flag reviews for admin review
- View analytics on review trends
Business owners cannot delete reviews, hide negative feedback, or manipulate ratings.
Questions or Concerns?
We're committed to transparency and continuous improvement. If you have questions about our policies or want to report a violation:
Email: ethics@bostonpetreviews.com
Moderation: moderation@bostonpetreviews.com
Business inquiries: business@bostonpetreviews.com
We respond to all inquiries within 2 business days and maintain public transparency reports quarterly.