Terms of Service

1. Acceptance of Terms

1.1 These Terms of Service (“Terms”) govern your access to and use of the uRate website and any related services (the “Service”). By creating an account, submitting a complaint, evaluating a resolution, responding as a registered Company, participating in a collaboration under Section 4.6, or otherwise using the Service, you agree to be bound by these Terms and by our Privacy Policy and Community Guidelines, which are incorporated by reference. Where the Privacy Policy describes how personal data is collected, used, disclosed, or protected, and there is a conflict between the Privacy Policy and these Terms or the Community Guidelines on that point, the Privacy Policy governs.

1.2 If you do not agree to these Terms, do not use the Service. If you use the Service on behalf of a company (including through the Company Portal), you confirm you are authorised to bind that company.

1.3 To register an account on uRate, you must be at least 18 years of age (or the age of majority in your jurisdiction, if higher). By creating an account, you represent and warrant that you meet this requirement and have the legal capacity to enter into these Terms.

1.4 uRate does not knowingly permit registration by individuals under 18. If we become aware that an account was created by someone under this age, we reserve the right to suspend or terminate the account and remove any associated content.

2. What uRate Is — and Isn’t

2.1 uRate lets consumers publicly record a customer service complaint, lets the company respond, and lets the consumer evaluate the resolution (0–10 rating, whether the issue was resolved, and whether they would do business with the company again). These evaluations feed into a published reputation score, as described in “How Scoring Works.”

2.2 uRate is a facilitator and publisher of user-submitted content. We are not a party to, and do not adjudicate, arbitrate, or mediate, the underlying dispute between a consumer and a company. We do not verify the factual accuracy of individual complaints before publication.

2.3 Publishing a complaint does not guarantee a response, resolution, or compensation. uRate has no power to compel a company to act and is not a regulator, ombudsman, or law enforcement body.

3. Accounts

3.1 You agree to provide accurate registration information and to keep it current. You are responsible for all activity under your account and for keeping your login credentials confidential.

3.2 One individual may hold only one active consumer account. Creating multiple accounts to post duplicate complaints, manipulate evaluations, or evade a restriction is prohibited.

3.3 Companies register or claim a profile through the Company Portal / Claim Your Company flow, and may be asked to verify their authority to represent that company (for example, a corporate email domain or business registration) before response rights are activated.

3.4 You may request deletion of your account at any time by contacting support@uratehere.com. On deletion, your personal information is removed; complaints you submitted may remain publicly visible with your identity anonymised, so the public record of the company’s response and resolution is preserved.

4. Submitting a Complaint

4.1 Accuracy. By submitting a complaint, you represent that it describes your own genuine experience and is truthful to the best of your knowledge. Complaints represent the consumer’s stated experience and are not verified facts established by uRate.

4.2 Named posting. Complaints are posted under your display name or handle ID. uRate does not offer an anonymous posting option. Your email address is never shown publicly.

4.3 Public by default. Once published, a complaint, any company response, and your evaluation are publicly visible and may be indexed by search engines. Do not include information in the complaint text that you wish to keep private.

4.4 No third-party personal data. Do not include another identifiable individual’s personal data in a complaint or in any accompanying evidence (text, photo, or video) — for example, a customer service agent’s private contact details, another customer’s order or account information, or anyone’s NRIC/FIN, passwords, or payment details. This is prohibited under Section 6 and may be removed or redacted under Section 10 regardless of whether it is true.

4.5 Evaluation. After a company responds (or after a reasonable window has passed), you may be asked to evaluate the resolution: whether the issue was resolved, a 0–10 rating, and whether you would do business with the company again. Only complaints you have completed this evaluation for count as “evaluated” and contribute to the company’s reputation score, as described in “How Scoring Works.”

4.6 Social Media Platform Collaboration Outreach. From time to time, uRate may contact users directly on a Social Media Platform (such as Instagram, Facebook, TikTok, or another platform) to invite them to collaborate by sharing a customer service experience. Reaching out itself involves our viewing your public social media handle and profile information, before you have agreed to anything, so that we can identify and contact you; we do not keep a record of this outreach unless you agree to collaborate, as described below. If you agree to collaborate, you will be shared a link to these Terms, and by agreeing to proceed you explicitly consent to: (a) uRate creating a published record (an “Incident”) based on the experience and content you provide; (b) uRate publishing that content, in whole or in edited or excerpted form, on the uRate website and/or uRate’s own Social Media Platform accounts (including Instagram, Facebook, TikTok, and others); and (c) the Content Standards in Section 6 and the accuracy and personal-data restrictions in Sections 4.1 and 4.4 applying to everything you provide through this workflow, including any text, photo, or video. We keep a record of the conversation in which you agree to collaborate, as evidence of your consent to this Section and to publication. You are responsible for ensuring that any text, photo, or video you share with us for this purpose does not contain another identifiable individual’s personal data — for example, a third party’s name, contact details, or order information that appears in a screenshot. Where material you share appears to contain a third party’s personal data, we may decline to publish it, ask you for a redacted version, or redact it ourselves before publication, consistent with Section 9.5. If you decline the invitation or do not respond, we do not keep any record of the outreach or conversation on the uRate platform.

5. Company Right of Reply

5.1 A registered and verified company may publicly respond to any complaint concerning it. Company responses are clearly labelled as official responses and attributed to the company, not to any individual employee, unless the company chooses to name a representative.

5.2 A company may not edit, delete, or alter a consumer’s complaint text. A company’s response is subject to the same content standards in Section 6 as consumer content, including the prohibition on disclosing a consumer’s personal data beyond what the consumer already disclosed.

5.3 uRate does not edit or remove a legitimate consumer complaint at a company’s request. Removal is governed solely by Sections 6 and 10.

5.4 Score independence. Any current or future paid or subscription features available to companies are strictly separated from the reputation-scoring engine. A commercial relationship with uRate does not result in a better ranking, a score adjustment, complaint removal, or suppression of negative complaints, consistent with the “Score Independence” principle stated in “How Scoring Works.”

6. Content Standards

You agree not to submit content — whether a complaint, evaluation, company response, or evidence submitted through the collaboration workflow in Section 4.6 — in any format (text, photo, or video) that:

• Contains another identifiable individual’s personal data, including NRIC/FIN numbers, passwords, payment card details, or private contact information;
• Is knowingly false, or made with reckless disregard for the truth, about an identifiable person or company;
• Contains profanity, threats, or harassment directed at any individual or company;
• Makes an unverified serious allegation presented as established fact (for example, an allegation of a crime) rather than as your own account of events;
• Defames, doxxes, or invades the privacy of any individual;
• Is spam, advertising, or a duplicate of a complaint you have already submitted about the same issue;
• Is submitted by a company employee, competitor, or paid third party posing as a genuine customer, or otherwise attempts to manipulate a reputation score;
• Violates any applicable law, including the Protection from Harassment Act 2014 and the Computer Misuse Act 1993.

6.1 We apply these standards to how content is expressed, not to whether the underlying experience or opinion is negative. Honest, specific, good-faith criticism of a company’s service is not, by itself, a violation of these Terms, and we do not remove content simply because it criticises a company.

7. User-Generated Content and Licence

7.1 Ownership. You retain ownership of the content you submit.

7.2 Licence to uRate. By submitting content, you grant uRate a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, reproduce, format, publish, publicly display, and distribute that content on and through the Service, and to use it in aggregate or anonymised form for research, methodology publication, and platform promotion. This licence continues for as long as the content remains published, and afterward to the extent needed for legal, audit, or record-keeping purposes described in our Privacy Policy.

7.3 You warrant that you have the right to grant this licence and that your content does not infringe a third party’s intellectual property or other rights.

8. Defamation and Legal Responsibility

8.1 No platform-wide immunity. Singapore does not have a broad statutory safe harbour that shields online platforms from liability for user-generated content in the way some other jurisdictions do. Liability for defamatory, false, or unlawful statements is determined under ordinary Singapore law principles, including the Defamation Act 1957, applied primarily to the person who made the statement.

8.2 Your responsibility. You are solely responsible for the truth and legality of content you submit, and agree to indemnify uRate as set out in Section 13 for claims arising from content you submit.

8.3 How uRate manages this risk. We apply the Content Standards in Section 6 at submission, provide companies a right of reply so context is visible alongside a complaint, operate the notice-and-review process in Section 10, and will act promptly on credible notice of unlawful content — including removing or restricting it pending review — without this being an admission that uRate is the author or publisher of that content.

8.4 This section is a summary of how the platform is designed to manage a known legal risk. It is not legal advice about any specific complaint, and does not guarantee a particular legal outcome for any individual post.

9. Personal Data and Privacy (PDPA)

This section summarises how the PDPA applies; full detail is in our Privacy Policy, which forms part of these Terms.

9.1 We collect account information (name, email, password, and handle ID) and complaint content (including order ID/number, and any photos or videos submitted as evidence) for the purposes of operating the Service, as described in the Privacy Policy.

9.2 The following is never displayed publicly: email address, password, NRIC/FIN numbers, payment information, private account information, IP addresses, and internal moderation notes or fraud scores.

9.3 Data Protection Officer. We have appointed a Data Protection Officer who can be reached at dpo@uratehere.com to handle access, correction, consent-withdrawal, and complaint requests under the PDPA. We will respond to such requests within the time required by the PDPA.

9.4 Where a published complaint or response contains a third party’s personal data submitted in breach of Section 6.1, we may redact the relevant portion without removing the rest of the complaint, under the moderation process in Section 10.

9.5 Evidence storage. Photos, videos, or other evidence you submit — whether through the standard complaint flow or the collaboration workflow in Section 4.6 — are stored in a private, access-controlled storage bucket and are not published in raw or unreviewed form. Only the portions we determine appropriate for the public record, consistent with Section 6, are made visible. Because a screenshot or photo is more likely than typed text to inadvertently contain a third party’s personal data (for example, another customer’s order details or an agent’s private contact information), you are responsible for ensuring evidence you provide does not contain such information, and we may redact or decline to publish evidence that does.

10. Reporting and Moderation

10.1 Reporting. If you believe content violates these Terms or the Community Guidelines, use the “Report this content” function, or contact support@uratehere.com. Reports are reviewed by our moderation team.

10.2 Review, not auto-removal. Flagged content enters a review queue rather than being automatically deleted or hidden, so that a company disputing a complaint cannot suppress it merely by reporting it. We aim to review flagged content within 10 business days.

10.3 Company moderation requests. A company that believes a complaint about it violates Section 6 (for example, because it exposes a third party’s personal data or contains a knowingly false statement) may submit a moderation request to support@uratehere.com. We assess such requests on their merits; a company’s disagreement with a complaint’s accuracy is not, on its own, grounds for removal.

10.4 Counter-notice. Where content is removed or restricted following a report or moderation request, the original submitter may provide supporting evidence for reinstatement review.

10.5 Repeated false reporting. Submitting repeated reports in bad faith, or to suppress legitimate criticism, may result in restrictions on your account’s reporting privileges.

10.6 Legal orders. We will comply with valid orders of a Singapore court, the Personal Data Protection Commission, or another competent authority requiring removal, correction, or disclosure of information relating to specific content.

11. Reputation Score

11.1 The reputation score is calculated using the published formula and classification bands described in “How Scoring Works,” based only on evaluated complaints as defined there. We may update the methodology from time to time and will disclose material changes on that page.

11.2 The score reflects platform activity and consumer-reported outcomes; it is an indicator of customer service performance, not an independently audited or definitive assessment of a company’s overall business quality. Reliance on the score for a commercial, legal, or investment decision is at the relying party’s own risk.

11.3 Companies may not misrepresent their uRate score or ranking in external marketing beyond what is factually shown on the Service.

12. Disclaimers

THE SERVICE AND ALL CONTENT ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF ACCURACY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY LAW. We do not verify the accuracy of individual complaints or endorse views expressed in user content. Nothing in this section excludes or limits liability that cannot be excluded or limited under Singapore law, including liability for fraud or wilful misconduct.

13. Limitation of Liability

13.1 To the maximum extent permitted by law, uRate, its officers, employees, and agents will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenue, data, business opportunity, or reputation, arising from your use of the Service or any user content, even if advised of the possibility of such damages.

13.2 To the maximum extent permitted by law, uRate’s total aggregate liability arising out of or relating to these Terms or the Service will not exceed the greater of (a) the amount you paid uRate in the 12 months before the claim arose, or (b) SGD 500.

14. Indemnification

You agree to indemnify, defend, and hold harmless uRate and its officers, employees, and agents from claims, damages, losses, liabilities, and reasonable legal costs arising out of: (a) content you submit; (b) your breach of these Terms; (c) your violation of any law or a third party’s rights, including defamation or PDPA claims; or (d) your unauthorised use of the Service.

15. Suspension and Termination

15.1 We may suspend or terminate your account, or restrict specific features, with or without notice, if we reasonably believe you have violated these Terms or the Community Guidelines, engaged in fraudulent or manipulative activity, or posed a legal or security risk to the Service, or if required by law.

15.2 Sections that by their nature should survive termination — including Sections 7 (licence), 8, 9, 12, 13, 14 (legal risk, disclaimers, liability, indemnification), and 16 — continue to apply after your account is closed or terminated.

16. Changes to These Terms

We may update these Terms to reflect changes to the Service or applicable law. For material changes, we will give at least 10 business days’ notice via the Service or email before they take effect. Continued use after the effective date constitutes acceptance. If you disagree, stop using the Service and you may delete your account.

17. Governing Law and Disputes

17.1 These Terms are governed by the laws of the Republic of Singapore.

17.2 Before initiating formal proceedings, you agree to first contact us at support@uratehere.com and attempt in good faith to resolve the dispute informally for at least 10 business days.

17.3 Subject to 17.2, the courts of Singapore have exclusive jurisdiction over any dispute arising out of or relating to these Terms or the Service.

18. Contact

General questions about these Terms: support@uratehere.com.

Reporting content, disputes, moderation requests, or account deletion requests: support@uratehere.com.

Personal Data Protection queries: our DPO at dpo@uratehere.com.