Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose and Scope

This Reviews & Ratings Policy explains how customer reviews, ratings, seller ratings and related feedback may be submitted, displayed, moderated, reported and used on Suffle Online.

The objective is to support genuine customer feedback, useful marketplace information and fair treatment of sellers and products while reducing fraud, manipulation, abuse and misleading content.

This Policy applies to product reviews, product ratings, seller/store ratings and other marketplace feedback features enabled by Suffle.

2. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

General Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Grievance Officer Email: info@flyshoppy.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

3. Review Eligibility

Where enabled, customers who have actually purchased or otherwise legitimately experienced the relevant product or service may submit feedback.

Suffle may apply eligibility rules to associate feedback with a genuine transaction or legitimate customer experience.

Suffle may restrict reviews where the underlying experience cannot reasonably be established under applicable review rules.

4. Verified Purchase or Experience

Where technically supported, Suffle may mark feedback as a verified purchase or verified experience when the underlying transaction can be reliably established.

A verification indicator must reflect an actual system state and must never be fabricated.

The absence of a verification indicator does not necessarily mean a review is false.

5. Review Content

Reviews should describe the customer's genuine experience with the relevant product, seller or service.

Customers should provide accurate and reasonably relevant information and must not intentionally misrepresent their experience.

Reviews may include text, ratings, photographs or other supported media.

6. Rating System

Suffle may provide numerical or other configured rating systems for products and sellers.

Aggregate ratings must be calculated from actual eligible ratings in the central review system.

Suffle must not invent ratings, review counts or customer feedback.

7. Product Reviews and Seller Ratings

Product feedback and seller feedback are separate concepts. Product reviews should primarily address the product; seller ratings may address communication, packaging, dispatch, fulfilment or service.

Suffle should not merge unrelated product and seller feedback in a misleading way.

8. Transaction and Delivery Feedback

Where applicable, customers may provide feedback about delivery, seller service, customisation, pickup, local delivery or other transaction experiences.

Feedback categories should be clearly identified so customers understand what they are rating.

9. Prohibited Review Content

Reviews must not contain unlawful, threatening, defamatory, hateful, harassing, sexually explicit, excessively abusive or otherwise prohibited material.

Reviews must not disclose another person's personal information without appropriate authority.

Reviews must not contain passwords, OTPs, UPI PINs, ATM PINs, CVV, banking passwords, payment PINs or other authentication secrets.

Reviews must not contain malware, malicious files or harmful links.

10. Fake Reviews and Manipulation

Sellers, customers and other parties must not create or arrange fake reviews or ratings.

Prohibited manipulation includes purchasing reviews, undisclosed incentives for positive reviews, multiple-account rating manipulation, coordinated false reviews, review bombing and reviews for products not actually experienced.

Suffle may investigate suspicious patterns and take appropriate action.

11. Seller Review Conduct

Sellers must not pressure, threaten, deceive or improperly incentivise customers to leave positive feedback.

Sellers must not create reviews using customer accounts they control or selectively suppress genuine negative feedback through deceptive practices.

12. Incentivised Reviews

If Suffle ever permits incentives for reviews, the programme must be clearly governed and must not create a misleading overall impression of customer sentiment.

Any required disclosure of an incentive or commercial relationship should be made clearly.

13. Review Moderation

Suffle may use automated systems, AI-assisted checks and human review to identify content that may violate this Policy.

Automated moderation is not guaranteed to be perfect. Suffle may review, restrict, hide, remove or request changes to content where appropriate.

Applicable internal review or grievance mechanisms may be available.

14. AI-Assisted Moderation

Suffle's central Super AI may assist with spam detection, duplicate detection, categorisation, policy checks and language processing.

AI must not fabricate review content, ratings, verification status or moderation outcomes.

AI moderation recommendations remain subject to applicable system rules and human/admin review where required.

15. Removal and Restriction

Suffle may remove, hide, restrict, format or decline to publish a review where it violates this Policy, applicable law, platform rules, technical requirements or review-integrity controls.

Where practical, Suffle may inform the affected user of restriction or removal and provide a reason.

16. Genuine Negative Reviews

Suffle should not remove a genuine review merely because it is negative or adversely affects a seller or product's rating.

Removal should be based on applicable review rules, legal requirements, authenticity concerns, abuse, prohibited content or another legitimate ground.

17. Seller Responses

Where supported, sellers may respond to customer reviews.

Seller responses must comply with this Policy and must not contain threats, harassment, confidential customer information or manipulation.

Sellers must not disclose private order or customer information in a public response.

18. Editing and Deletion

Where supported, customers may edit or delete their own reviews subject to system rules and applicable legal or operational requirements.

An edited review should not be represented as the original unchanged submission.

Historical moderation, fraud or audit records may be retained where required.

19. Reporting Reviews

Customers and sellers may report reviews they believe violate this Policy, contain unlawful material, reveal private information or are fraudulent.

Reports should identify the review and provide sufficient information for investigation.

20. Review Disputes

Sellers may dispute reviews through available support or grievance processes where they reasonably believe the review violates this Policy or is materially fraudulent.

Customers may also raise concerns about removed or restricted reviews.

Suffle may request supporting information where necessary.

21. Reviews, Ratings and Ranking

Actual ratings and reviews may be used as one of several discovery signals in the Suffle marketplace.

The broader use of ratings in search and discovery is described in the Ranking & Discovery Transparency Policy.

A rating is not a guarantee of product quality, seller performance or suitability.

22. Aggregate Ratings and Counts

Displayed ratings and review counts should derive from actual system records.

Aggregates may change when eligible reviews are added, removed or corrected under applicable rules.

Any rounding, weighting or eligibility rules must be governed by the central review system and applied consistently.

23. Sorting and Display

Suffle may provide sorting or filtering such as most recent, most relevant, highest rated or lowest rated where supported.

Sorting or display order must not create a misleading impression about how reviews are selected or moderated.

24. Commercial Influence

Commercial relationships must not be secretly used to create or alter genuine customer reviews.

Promotional or sponsored product placement is governed separately and must not be disguised as genuine customer endorsement.

25. Privacy in Reviews

Customers should avoid unnecessary personal information in reviews.

Suffle may process review content and associated account/order information for moderation, display, fraud prevention, support, analytics and other lawful purposes described in the Privacy Policy.

Public review displays should not unnecessarily expose private customer information.

26. Intellectual Property

Customers should submit only content they own or are authorised to use.

Uploading another person's protected text, photograph, artwork, trademark or other material without appropriate rights may violate this Policy and applicable law.

Suffle may respond to valid intellectual-property complaints under applicable procedures.

27. Review Photos and Videos

Where media reviews are supported, photographs and videos should represent the customer's genuine experience.

Media must not contain prohibited material, unnecessary personal data, malicious files or deceptive edits intended to materially misrepresent the product.

Suffle may apply file-security and moderation controls.

28. Review Integrity and Security

Suffle may monitor review activity for suspicious patterns, automated abuse, coordinated manipulation and other integrity risks.

Some detection rules and thresholds may remain confidential to prevent gaming of the review system.

29. Review Availability

Suffle does not guarantee that every submitted review will be published, remain visible indefinitely or appear in a particular position.

Reviews may be restricted due to moderation, legal requirements, account restrictions, technical limitations, fraud controls or other legitimate reasons.

30. Seller Responsibilities

Sellers must provide accurate product and service information and must not attempt to offset inaccurate listings through manipulated reviews.

Sellers should use legitimate support or grievance processes for disputes and must not retaliate against customers for lawful negative feedback.

31. Customer Responsibilities

Customers must provide genuine feedback based on their actual experience.

Customers must not use reviews to threaten sellers, demand improper benefits, extort refunds, publish unrelated personal disputes or manipulate marketplace ratings.

Payment or refund disputes should use the relevant Suffle transaction and grievance processes.

32. Review Data Retention

Review content and associated records may be retained for marketplace integrity, legal, fraud-prevention, dispute-resolution and other lawful purposes.

Account deletion does not necessarily require immediate deletion of review records where retention is legally or operationally necessary.

Applicable rights are described in the Privacy Policy and Account Deletion & Data Retention Policy.

33. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Privacy Policy, Data Security & Protection Policy, Ranking & Discovery Transparency Policy, Prohibited & Restricted Products Policy, Seller Terms, Suffle AI Terms and Grievance Redressal Policy.

Where a specialised policy provides more specific rules, that policy applies in addition to this Policy.

34. Policy Changes

Suffle may update this Policy as review features, moderation systems, marketplace practices, technology or legal requirements change.

The current effective version should be maintained through Suffle's central legal/policy management system.

35. Legal and Implementation Note

This Policy describes the intended review and rating governance framework. Actual eligibility, moderation, verification, display and removal rules must match the review system implemented by Suffle.

Suffle should not display a verification badge, rating, review count or moderation status unless the corresponding state exists in the central system.

This Policy should be reviewed by qualified Indian legal counsel before publication and periodically thereafter.

Critical Review & Rating Rules

·       Reviews and ratings must be based on genuine customer experiences and actual eligible system data.

·       Fake reviews, review buying, coordinated manipulation, review bombing and rating gaming are prohibited.

·       Suffle must not fabricate ratings, review counts, verified-purchase indicators or customer feedback.

·       A genuine negative review should not be removed merely because it is negative.

·       Seller responses must not expose private customer information or contain threats, harassment or manipulation.

·       AI may assist moderation but must not fabricate reviews, ratings, verification or moderation outcomes.

·       Review content must not contain passwords, OTPs, UPI PINs, ATM PINs, CVV, banking passwords or other authentication secrets.

Related Suffle Policies

·       Terms & Conditions

·       Privacy Policy

·       Data Security & Protection Policy

·       Ranking & Discovery Transparency Policy

·       Prohibited & Restricted Products Policy

·       Seller Terms / Seller Agreement

·       Suffle AI Terms

·       Grievance Redressal Policy

·       Account Deletion & Data Retention Policy

Regulatory / Drafting Reference

This Policy is intended to operate alongside applicable Indian consumer-protection, e-commerce, data-protection, information-technology and intellectual-property requirements. Final publication should be reviewed against the actual review system and current law.