Business Owner Response Policy

This Business Owner Response Policy explains how verified shop owners may respond to reviews on Shop-Rate.com (“Website”), operated by Shop Rate Solutions LLC. It works alongside our Terms of Service, Review Guidelines, Community Guidelines, and Verification Program Terms.

1. Who May Respond

Only verified shop owners, or individuals authorized to act on a shop’s behalf, may post owner responses to reviews about their own shop, and only through approved account features. Verification is governed by our Verification Program Terms.

2. Purpose of Responses

Owner responses give shops an opportunity to add context, acknowledge feedback, or explain changes they have made. Reviews on Shop-Rate.com reflect the experiences of current and former technicians, and responses are a chance to engage constructively — not to dispute a reviewer’s right to share an honest experience.

3. Responses Must Be Professional

Owner responses must:

• Remain professional and respectful in tone
• Address the concerns raised in the review
• Be truthful and not misleading

4. Prohibited in Responses

Owner responses may not:

• Reveal or hint at the identity of an anonymous reviewer, or attempt to identify them
• Include private information about any technician, employee, or individual (such as full names, addresses, phone numbers, or employment records)
• Threaten, intimidate, harass, or retaliate against a reviewer
• Contain hate speech, discriminatory remarks, or personal attacks
• Offer or imply incentives in exchange for changing or removing a review
• Include spam, advertising, or unrelated promotional content

5. No Retaliation

Because reviews are submitted anonymously, using an owner response — or any other means — to identify, threaten, or retaliate against a reviewer is a serious violation and may result in immediate removal of owner access and other enforcement action. Retaliation may also violate applicable employment and whistleblower laws.

6. Reviews Are Not Removed for Disagreement

Posting a response does not remove or alter a review. We do not remove reviews simply because a shop disagrees with them. If you believe a review violates our policies or the law, you may report it under our Flagging & Moderation Policy instead of responding.

7. Moderation of Responses

Owner responses are subject to the same moderation as other content. We may edit, remove, or decline to publish responses that violate this Policy or our other guidelines, and we may suspend or revoke owner access for repeated or serious violations.

8. Changes to This Policy

We may update this Business Owner Response Policy from time to time. Changes become effective when posted with an updated date above.

9. Contact

Questions about owner responses may be directed to shopratesupport@gmail.com.