Soft-launch version, published 15 October 2026 for information. It applies from the day bookings open, which has not happened yet. Last updated 15 October 2026.

Ratings and Reviews Policy

Applies to: customers and service providers on Like Magic. It forms part of the Customer Terms of Use and the Service Provider Agreement.
Status: Soft-launch version: applies from the day bookings open. Document 7 of 11 in the Like Magic legal set.

In short

  • Only a customer and provider who completed a job together through Like Magic can rate each other.
  • Reviews must be honest, first-hand and about the job. No fake, paid or pressured reviews.
  • We never remove a review just because it is negative.
  • Providers can reply once, publicly and politely.
  • Ratings affect which providers customers see and whether a provider meets our standards. A person always reviews any decision to deactivate a provider.

This summary helps you find your way. The numbered clauses below are the actual policy.

Contents

1. Who can rate and review

1.1 Only a customer and a provider who completed a job together through Like Magic can rate each other. Every review is linked to a real, completed booking.

1.2 Customers rate providers (from 1 to 5 stars, and may write a review). Providers rate customers (from 1 to 5 stars).

1.3 Ratings are blind: neither side sees the other's rating until both have rated, or 7 days have passed.

2. When you can rate and edit

2.1 You can rate a job for 14 days after it is completed.

2.2 You can edit your rating or review once, within that period.

2.3 If a guarantee claim is made, the customer may update the review once after the claim is resolved.

3. What a review must be

3.1 A review must be:

  1. honest, and based on your own experience of the job;
  2. about the job, the service and the provider's conduct; and
  3. respectful.

3.2 A review must not contain:

  1. personal information, such as addresses, phone numbers, or the names or images of other people;
  2. statements that are false, defamatory, hateful, discriminatory, sexual or threatening;
  3. advertising, links or contact details; or
  4. anything about a person's race, gender, religion, nationality, disability or other personal characteristics.

4. What is not allowed

4.1 These are not allowed and may lead to suspension or removal from the platform:

  1. fake reviews, and reviewing yourself, a friend, a family member or a competitor;
  2. offering or accepting money, discounts, gifts or anything else for a review, or for changing or removing one;
  3. swapping reviews ("I'll rate you 5 if you rate me 5");
  4. threatening a bad review to get a refund, discount or extra work for free;
  5. a provider asking a customer to rate them while standing over them, or making the job report signature depend on a rating; and
  6. posting several reviews for one job, or reviewing a job that did not happen.

4.2 Fake or misleading reviews can be false representations under section 41 of the Consumer Protection Act.

5. Provider replies

5.1 A provider may post one public reply to each review. The reply must follow clause 3 and must not reveal anything about the customer beyond what the review says.

6. When we remove or hide a review

6.1 We remove or hide a review, or part of it, only if it breaks clause 3 or 4, is about a different job or person, or we must remove it by law.

6.2 We never remove a review just because it is negative. We do not edit reviews, but we may hide personal information in them.

6.3 If we remove a review, we tell the person who wrote it why.

7. How ratings are used

7.1 A provider's rating is the average of the most recent customer ratings published for them (up to the last 100). We show the number of ratings next to the average.

7.2 Ratings are one of the things that affect which providers customers see first, together with the service, distance, availability, registrations and reliability. Providers cannot pay us for a higher place in results. If that ever changes, paid placements will be clearly labelled.

7.3 Our standards for providers, including minimum ratings, are published in clause 15 of the Service Provider Agreement. Ratings that are retaliatory, abusive or caused by things outside the provider's control are removed from the average.

7.4 Providers can see a customer's rating before accepting a job. We do not close a customer's account because of their rating alone.

7.5 Our systems calculate ratings automatically, but a person always reviews any decision to deactivate a provider, and the provider can respond first. You may ask us to explain how ratings are calculated.

8. Disputing a review or rating

8.1 If you think a review or rating breaks this policy, report it in the app and say why.

8.2 A person reviews the report within 5 business days and tells you the outcome. If you disagree, you can use our Complaints Policy.

9. Who owns reviews and how we use them

9.1 You keep ownership of what you write. You allow us to show your review and rating on the platform, with your first name and suburb only. We may use reviews in our advertising with the same details, unless you tell us not to.

9.2 You can ask us to remove your own review at any time.