Customer Review & Feedback Policy

1. Purpose and Scope

This Customer Review & Feedback Policy establishes the standards, controls, and compliance requirements governing the solicitation, collection, moderation, and publication of customer reviews across all Interlock Metal Roofing Ltd. properties and third-party platforms.

This policy applies to:

• All employees, contractors, and representatives of Interlock Metal Roofing Ltd.
• All customer review collection activities (digital, in-person, or automated)
• All platforms including, but not limited to, Google, Facebook, Trustpilot, and company-owned websites

2. Regulatory Alignment Statement

Interlock Metal Roofing Ltd. aligns its review practices with and operates in accordance with the following regulatory frameworks:

• Google Maps User Contributed Content Policy
• U.S. Federal Trade Commission (FTC) Endorsement Guides
• Competition Bureau Canada – Deceptive Marketing Practices

All review practices are designed to ensure transparency, authenticity, and the absence of misleading or deceptive conduct.

3. Guiding Principles

3.1 Authenticity

All reviews must reflect genuine customer experiences based on actual transactions or services rendered.

3.2 Neutral Solicitation

Review requests must be issued uniformly to customers without filtering, targeting, or bias based on satisfaction level.

3.3 Non-Incentivization

Interlock Roofing Ltd. strictly prohibits offering compensation, discounts, gifts, or any form of incentive in exchange for:

• Posting a review
• Modifying a review
• Removing a review

3.4 Zero-Incentive Policy (Strict Enforcement)

Interlock Roofing Ltd. enforces a strict zero-incentive policy across all review-related activities. At no time are customers offered compensation, discounts, rebates, or any material benefit in exchange for submitting, modifying, or removing a review. This prohibition applies universally and without exception. Any violation of this zero-incentive policy may result in disciplinary action, termination of agreements, or legal enforcement where applicable.

3.5 Equal Opportunity Feedback

Customers must be free to provide positive, neutral, or negative feedback without influence or restriction.

3.6 Platform Compliance

All review-related activities must comply with the terms of service and content policies of the platform where the review is posted.

4. Prohibited Practices (Strictly Enforced)

The following practices are strictly prohibited by Interlock Roofing Ltd. and are enforced without exception across all employees, contractors, agents, and third-party partners.

4.1 Incentivized Reviews

Any review obtained through compensation or inducement is strictly prohibited.

4.2 Review Gating / Selective Solicitation

• Soliciting reviews only from satisfied customers
• Suppressing or discouraging negative feedback

4.3 Coercion or Pressure

• Requiring customers to leave reviews
• Requesting reviews during service delivery in a manner that creates pressure

4.4 Content Manipulation

• Requesting specific wording (e.g., mentioning employees, products, or outcomes)
• Editing or altering customer-submitted reviews

4.5 Conflict of Interest Reviews

• Reviews by employees, contractors, competitors, or affiliated parties
• Reviews influenced by personal or financial relationships

4.6 Artificial Review Generation

• Use of bots, scripts, or AI-generated reviews
• Bulk or automated review submissions

4.7 On-Site Review Solicitation Pressure (Prohibited)

Interlock Roofing Ltd. does not request or solicit reviews in a manner that may create pressure or influence customer responses, including during on-site interactions or immediately following service completion.

5. Permitted Practices

5.1 Neutral Review Requests

Interlock may request reviews provided:

• Requests are issued consistently across customers
• No guidance is given regarding rating or content

5.2 General Language Usage

Permitted phrasing includes:

• “We value your feedback”
• “Please share your experience”

5.3 Verified Customer Reviews

Interlock may display reviews from verified customers where reasonably supported by internal records.

6. Review Solicitation Timing Standards

• Review requests must occur after completion of service
• Requests must not be made:

– During active installation
– At the point of payment in a coercive manner

• Follow-up reminders must remain neutral and non-intrusive

7. Employee Conduct Policy

All employees and representatives must:

• Refrain from influencing review outcomes
• Avoid requesting specific ratings or content
• Disclose any potential conflicts of interest
• Not submit reviews on behalf of customers

Violations of this policy may result in disciplinary action, including termination.

8. Review Moderation & Publication

8.1 Non-Selective Moderation

Interlock does not suppress reviews based on sentiment.

8.2 Removal Criteria

Reviews may only be flagged or removed where they violate platform policies, including:

• Spam or fake content
• Offensive or unlawful material
• Non-customer submissions

8.3 Transparency

Interlock does not edit or alter customer-submitted reviews.

9. Data Integrity & Audit Controls

Interlock maintains internal controls to ensure compliance, including:

• Logging of all review solicitation activities
• Retention of communication records related to review requests
• Periodic audits of review practices
• Monitoring for irregular patterns or anomalies

Records may be retained for compliance, legal, and audit purposes.

10. Customer Rights

Customers have the right to:

• Provide honest and independent feedback
• Decline to leave a review without consequence
• Request clarification on review usage

11. Enforcement & Violations

Violations of this policy may result in:

• Internal disciplinary action
• Termination of employment or contract
• Removal or reporting of non-compliant reviews
• Legal escalation where applicable

Interlock Roofing Ltd. reserves the right to enforce this policy to maintain compliance with applicable laws and platform requirements. Violations of this policy may result in disciplinary action, termination of employment or contractual relationships, and legal enforcement where applicable.

12. Reporting Violations

Suspected violations may be reported to:

[email protected]

All reports will be reviewed and investigated where appropriate.

13. Policy Updates

Interlock reserves the right to update this policy at any time to reflect:

• Regulatory changes
• Platform policy updates
• Internal compliance improvements