Find It All (FIA)

A Brand under Innovara Marketing Inc.
Designed By Adrian
Dated: 30th September 2026

REVIEWS & RATINGS POLICY

Document ID: FIA-POL-006
Version: 1.0
Status: ACTIVE — Company-Approved Publication Version
Classification: PUBLIC
Effective Date: 30th September 2026
Last Updated: 30th September 2026
Legal Operator: Innovara Marketing Inc.
Brand: Find It All (FIA)

1. Purpose

Find It All (“FIA”) believes genuine reviews can help consumers make more informed decisions and can help good businesses build trust.

This Reviews & Ratings Policy establishes rules for:

• submitting reviews;

• assigning ratings;

• review eligibility;

• genuine experiences;

• conflicts of interest;

• incentives;

• business responses;

• review manipulation;

• moderation;

• reporting;

• removal;

• appeals; and

• enforcement.

Our objective is to preserve reviews that are genuine, relevant and useful, including legitimate criticism, while reducing manipulation and abuse.

2. Who Operates FIA

Find It All (FIA) is a brand under Innovara Marketing Inc.

Innovara Marketing Inc. owns, operates and manages the FIA Platform.

References to “FIA,” “Find It All,” “we,” “us” or “our” mean Innovara Marketing Inc. operating the FIA brand unless the context clearly refers to another party.

3. Relationship With Other FIA Policies

This Policy should be read together with FIA’s:

• Terms of Service;

• Acceptable Use Policy;

• Community Guidelines;

• Business Verification Standards;

• Privacy Policy;

• Copyright & Intellectual Property Policy;

• Report a Concern / Abuse process; and

• other applicable FIA terms.

Where a review also violates another FIA policy, FIA may take action under that policy.

CORE REVIEW PRINCIPLES

4. Reviews Should Be Genuine

A review should reflect a genuine experience, interaction or other legitimate basis permitted under this Policy.

A reviewer should not create a false impression that they:

• purchased something;

• received a service;

• visited a business;

• communicated with a business; or

• otherwise had an experience

when they did not.

5. Reviews May Be Positive, Neutral or Negative

FIA does not require reviews to be positive.

A legitimate review may be:

• favourable;

• mixed;

• critical;

• negative; or

• neutral.

A review will not be removed merely because a business:

• dislikes it;

• disagrees with the opinion;

• believes it is unfair; or

• would prefer a higher rating.

Reviews must still comply with this Policy.

6. Honest Opinion

Users may express personal opinions based on their experiences.

Statements such as:

“I was disappointed with the service.”

or:

“I thought the staff were very helpful.”

are generally expressions of personal experience.

Reviewers should avoid presenting speculation as established fact.

7. Factual Statements

Where a reviewer makes a specific factual allegation that could materially affect a business’s reputation, the reviewer should have a reasonable basis for making it.

Examples may include statements about:

• price charged;

• work performed;

• delivery;

• cancellation;

• communications;

• advertised features;

• appointments;

• refund handling; or

• other specific events.

FIA may request clarification or supporting information where a serious factual dispute arises.

REVIEW ELIGIBILITY

8. Who May Submit a Review

Where review functionality is available, a review may generally be submitted by a person who had a genuine relevant interaction with the business.

This might include someone who:

• purchased a product;

• purchased a service;

• received a service;

• visited the business;

• obtained a quotation;

• made a booking;

• contacted the business about a genuine potential transaction;

• had another genuine customer interaction; or

• otherwise qualifies under the review workflow.

FIA may impose additional eligibility rules depending on the feature or category.

9. Purchase Is Not Always Required

A person does not necessarily need to complete a purchase before having a legitimate reviewable experience.

For example, a relevant experience may arise from:

• obtaining a quote;

• attempting to make a booking;

• visiting a location;

• customer-service communication;

• cancellation handling; or

• another meaningful pre-purchase interaction.

The review should accurately explain the nature of the experience.

10. Review the Correct Business

Reviews must be submitted against the correct business profile.

Do not knowingly review:

• the wrong location;

• a similarly named business;

• a former owner for conduct of a new owner;

• an unrelated franchise;

• a different professional; or

• another business

for an experience that did not involve that business.

11. One Experience Should Not Be Multiplied Artificially

Users must not create multiple reviews, accounts or identities in order to exaggerate the impact of one experience.

FIA may combine, restrict or remove duplicate or coordinated reviews.

CONFLICTS OF INTEREST

12. Reviews Should Reflect Appropriate Independence

A review should not be presented as the independent opinion of an ordinary customer when the reviewer has a material relationship with the business that could affect how readers understand the review.

13. Owners and Employees

Business owners, directors, employees, contractors or others working directly for a business must not review their own business while pretending to be independent customers.

They must not create or direct others to create fake customer reviews.

14. Family and Personal Relationships

A close personal or family relationship with a business owner may create a material connection.

A person should not present a review as independent customer opinion if the relationship would reasonably matter to how other users evaluate that review.

Where a review based on a genuine customer experience is otherwise permitted, FIA may require appropriate disclosure of the relationship.

15. Competitor Reviews

Businesses must not submit or coordinate fake negative reviews about competitors.

Employees, owners or agents of a competitor should not conceal their commercial interest while attempting to damage another business’s rating.

16. Professional and Commercial Relationships

Other material relationships may also require disclosure or make a review inappropriate, including where the reviewer is:

• a supplier;

• paid promoter;

• Affiliate;

• consultant;

• marketing agency;

• Service Partner;

• business partner; or

• another person with a commercial relationship

that could reasonably affect perceived independence.

INCENTIVIZED REVIEWS

17. Review Invitations

Businesses may invite customers to leave genuine feedback.

Review invitations should be reasonably neutral.

For example:

“We’d appreciate your honest feedback about your experience.”

is preferable to:

“Please leave us a five-star review.”

18. Businesses Must Not Select Only Happy Customers to Create a Misleading Rating

Businesses must not deliberately operate a review-request system designed to create a materially misleading impression by:

• directing satisfied customers to public reviews;

• diverting dissatisfied customers away from public reviews;

• suppressing critical feedback; or

• otherwise manipulating which genuine customers are able or encouraged to post publicly.

Businesses may use private customer-service surveys, but they should not misrepresent those surveys as an impartial public review system.

19. Incentives

FIA may permit limited incentivized feedback only where:

• the review remains voluntary;

• the incentive is not conditional on a positive rating;

• the reviewer is free to express an honest opinion;

• the incentive is disclosed where required; and

• the arrangement does not create a misleading overall impression.

20. Incentives Must Not Depend on Positive Ratings

A business must not offer:

• money;

• discounts;

• free products;

• gift cards;

• loyalty points;

• contest entries;

• refunds;

• upgraded service; or

• another benefit

only to customers who provide a positive or five-star review.

21. Disclosure of Material Connections

Where a reviewer received:

• payment;

• free products;

• free services;

• discounts;

• commissions;

• gifts; or

• another material benefit

connected to the review, that connection should be clearly disclosed where required.

Disclosure should be understandable and reasonably visible.

FAKE REVIEWS

22. Fake Reviews Are Prohibited

FIA does not permit fabricated reviews.

This includes reviews created by:

• the business itself;

• employees pretending to be customers;

• friends or relatives pretending to be independent customers;

• agencies;

• bots;

• review farms;

• purchased reviewers;

• AI-generated fake personas; or

• other coordinated schemes.

23. Buying or Selling Reviews

Users and businesses must not:

• purchase fake reviews;

• sell fabricated reviews;

• pay someone to pretend to be a customer;

• purchase bulk review packages;

• exchange reviews between unrelated businesses;

• arrange reciprocal fake reviews; or

• offer compensation specifically for deceptive reviews.

24. Review Rings

FIA may investigate coordinated review networks in which multiple accounts or businesses agree to artificially:

• increase ratings;

• damage competitors;

• create fake engagement; or

• evade review controls.

Participation in a review ring may result in removal of affected content and additional enforcement.

25. AI-Generated Fake Reviews

AI tools must not be used to fabricate:

• customer experiences;

• testimonials;

• complaints;

• business praise;

• competitor criticism; or

• other reviews

that are presented as genuine human experiences when no such experience occurred.

AI may assist a genuine customer in organizing or proofreading their own review, provided the resulting review remains truthful to that person’s actual experience.

REVIEW EXTORTION AND COERCION

26. Review Extortion

Users must not threaten to publish or retain a damaging review in order to obtain a benefit to which they are not legitimately entitled.

Examples include:

“Give me free products or I’ll post one-star reviews everywhere.”

or:

“Pay me and I will remove this review.”

This does not prevent customers from legitimately stating that they intend to share an honest experience or from seeking lawful remedies.

27. Business Coercion

Businesses must not:

• threaten reviewers;

• intimidate them;

• harass them;

• unlawfully retaliate;

• condition legitimate refunds on removal of honest reviews; or

• use improper pressure to force changes to genuine feedback.

A voluntary settlement of a genuine customer dispute does not automatically violate this Policy, but the business must not purchase deceptive public silence.

CONTENT STANDARDS

28. Relevance

Reviews should focus primarily on the business and the experience being reviewed.

Reviews should not be used primarily for:

• unrelated political campaigning;

• unrelated advertising;

• personal disputes unrelated to the business;

• spam;

• unrelated links; or

• other off-topic content.

29. Harassment

Reviews must not contain targeted harassment, threats or intimidation prohibited by FIA’s Community Guidelines and Acceptable Use Policy.

Strong criticism alone is not harassment.

30. Hate and Discrimination

Reviews must not be used to target people with prohibited hateful or unlawfully discriminatory content.

A reviewer may describe discrimination they genuinely experienced.

31. Privacy

Do not unnecessarily include private or sensitive information about:

• employees;

• customers;

• business owners;

• children; or

• other individuals.

Examples of information that generally should not appear in reviews include:

• private home addresses;

• personal phone numbers;

• full financial information;

• identification numbers;

• passwords;

• private medical information; or

• unrelated private correspondence.

32. Photographs and Media

Photos or videos submitted with reviews must:

• relate to the experience;

• be lawfully submitted;

• respect privacy;

• not contain prohibited content; and

• not infringe intellectual-property rights.

33. Intellectual Property

Reviewers should not upload copyrighted or proprietary material they do not have permission or another lawful right to use.

Copyright concerns may be handled under FIA’s Copyright & Intellectual Property Policy.

RATINGS

34. Ratings Should Reflect the Experience

Where FIA provides numerical or star ratings, users should select a rating that genuinely reflects their experience.

Users must not manipulate ratings through:

• fake accounts;

• coordinated campaigns;

• review exchanges;

• paid reviewers; or

• other deceptive activity.

35. Rating Calculation

FIA may calculate displayed ratings using eligible published reviews.

The precise display method may evolve as the Platform develops.

If FIA introduces weighting, verification factors, recency adjustments or other material modifications to review-score calculations, the methodology should not be described in a misleading manner.

36. No Guaranteed Rating

FIA does not guarantee that a business will maintain:

• a particular rating;

• a minimum number of reviews;

• a specific review position; or

• a particular ranking.

Businesses cannot purchase a guaranteed positive rating.

37. Paid FIA Services Do Not Improve Ratings Automatically

Buying:

• an FIA listing plan;

• Business Story;

• advertising;

• professional service;

• Service Partner participation; or

• another paid FIA service

does not automatically increase a business’s review score.

Commercial purchases and review ratings are separate.

BUSINESS RESPONSES

38. Right to Respond

Where functionality permits, a business may respond publicly to a review.

A business response may:

• provide context;

• correct information;

• apologize;

• explain action taken;

• invite the customer to contact the business; or

• respectfully disagree.

39. Business Responses Must Follow FIA Rules

Businesses must not use responses to:

• reveal private information;

• threaten the reviewer;

• insult or harass the reviewer;

• publish confidential records;

• expose payment information;

• retaliate;

• make deceptive claims; or

• impersonate FIA.

40. A Business Response Is Not FIA’s Statement

Business responses represent the views of the business or representative submitting them.

FIA does not adopt a business response as its own statement merely because it appears on the Platform.

EDITING AND UPDATES

41. Review Editing

Where technical functionality allows, reviewers may be able to update or edit a review.

A reviewer should consider updating a review if:

• the business resolved the issue;

• circumstances materially changed;

• an earlier factual statement was wrong; or

• additional relevant experience occurred.

The reviewer is not required to change an honest opinion simply because the business asks.

42. Resolved Disputes

A business resolving a complaint does not automatically require the original review to be deleted.

A reviewer may choose to update the review to reflect the resolution.

MODERATION

43. FIA May Moderate Reviews

FIA may review a review:

• before publication;

• after publication;

• after a report;

• after an automated integrity signal;

• after a business challenge;

• where FIA independently identifies a concern; or

• where legal or safety concerns arise.

FIA does not guarantee that every review will be manually reviewed before publication.

44. Moderation Does Not Make FIA the Author

FIA’s decision to:

• publish;

• leave unchanged;

• restrict;

• investigate; or

• remove a review

does not mean FIA adopts the review as its own statement.

Reviews remain attributable to their authors.

45. Moderation Factors

FIA may consider factors such as:

• apparent authenticity;

• relevance;

• account history;

• review patterns;

• conflicts of interest;

• evidence;

• language;

• context;

• privacy concerns;

• threats;

• duplicate content;

• potential manipulation;

• reports from businesses or users; and

• compliance with FIA policies.

WHEN FIA MAY REMOVE OR RESTRICT A REVIEW

46. Fake or Manipulated Reviews

FIA may remove or restrict reviews reasonably believed to be:

• fabricated;

• purchased;

• coordinated;

• generated through fake accounts;

• part of a review ring; or

• otherwise deceptive.

47. Wrong Business

FIA may remove or relocate a review where available evidence indicates it relates to a different business or location.

48. No Relevant Experience

FIA may remove a review where evidence reasonably indicates that the reviewer did not have the experience represented and has no other legitimate basis permitted under this Policy.

49. Conflict of Interest

FIA may restrict or remove reviews where an undisclosed material conflict of interest creates a misleading impression of independent customer opinion.

50. Privacy Violations

FIA may remove or redact content containing inappropriate personal or sensitive information.

Where possible, FIA may remove only the problematic portion instead of removing the entire review.

51. Threats and Abuse

Reviews containing prohibited:

• threats;

• harassment;

• hate;

• doxxing;

• extortion; or

• serious abuse

may be removed or restricted.

52. Spam and Irrelevant Content

FIA may remove reviews consisting primarily of:

• advertisements;

• unrelated links;

• repetitive spam;

• irrelevant content; or

• content that does not meaningfully address the business.

53. Intellectual-Property Violations

FIA may remove or restrict review content that infringes intellectual-property rights where appropriate under FIA’s Copyright & Intellectual Property Policy and applicable law.

54. Legal Requirements

FIA may restrict or remove review content where required by:

• applicable law;

• a valid court order;

• another binding legal process; or

• other lawful authority.

WHAT FIA WILL NOT REMOVE AUTOMATICALLY

55. Negative Reviews

FIA will not automatically remove a review simply because it is negative.

56. Business Disagreement

FIA will not automatically remove a review merely because the business disputes the reviewer’s opinion.

57. Lack of Receipt Alone

A business’s statement that it cannot find a receipt or customer record does not automatically prove a review is fake.

Customers may:

• pay in cash;

• use another family member’s account;

• receive a quote without purchasing;

• visit without providing identifying information; or

• otherwise have a legitimate interaction.

FIA may consider all relevant circumstances.

58. Complaints About Service Quality

A complaint about matters such as:

• delays;

• staff conduct;

• service quality;

• communication;

• pricing experience;

• cleanliness;

• customer service; or

• fulfilment

may remain where it otherwise complies with this Policy.

REVIEW REPORTS

59. Businesses May Report Reviews

Businesses may report a review where they reasonably believe it violates this Policy.

A report should identify the relevant reason.

Examples include:

• fake review;

• wrong business;

• conflict of interest;

• harassment;

• privacy violation;

• review extortion;

• spam;

• impersonation;

• intellectual-property issue; or

• other policy violation.

60. Reporting Is Not a Removal Request Based Solely on Disagreement

Businesses should not report reviews simply because:

• the review is negative;

• they disagree with the customer’s opinion;

• the reviewer did not give five stars; or

• the review is inconvenient.

Repeated knowingly false reports may constitute abuse of FIA reporting systems.

61. Reviewers May Report Business Conduct

Reviewers may report:

• threats;

• bribery;

• harassment;

• pressure to remove reviews;

• false business responses;

• privacy disclosures;

• fake positive reviews; or

• other attempts to manipulate the review system.

EVIDENCE AND REVIEW INVESTIGATIONS

62. FIA May Request Information

In a disputed review, FIA may request information reasonably necessary to assess the issue.

Depending on the circumstances, this may include limited evidence of:

• booking;

• transaction;

• communication;

• visit;

• quotation;

• receipt;

• customer-service interaction; or

• another relevant experience.

63. Protecting Privacy During Review Investigations

Users should submit only information reasonably necessary to establish the issue.

Where possible, users should redact:

• full payment-card numbers;

• unrelated transactions;

• government identification numbers;

• unnecessary addresses;

• unrelated personal information; and

• other sensitive information.

64. FIA Does Not Need to Decide Every Underlying Dispute

FIA’s review-moderation process is not a court, arbitration tribunal or professional regulator.

Some disputes involve conflicting accounts that FIA cannot independently resolve.

Where a review complies with FIA policy and available evidence does not establish a violation, FIA may leave the review published while allowing the business to respond.

REVIEW FRAUD DETECTION

65. Integrity Signals

FIA may use manual or automated methods to identify unusual review activity.

Signals may include patterns involving:

• account creation;

• duplicate content;

• unusual volumes;

• coordinated timing;

• shared technical indicators;

• reciprocal reviewing;

• repeated promotional language;

• geographic inconsistencies; or

• other patterns reasonably associated with manipulation.

An integrity signal alone does not necessarily prove misconduct.

66. Automated Detection and Human Review

Automated systems may help prioritize suspected review manipulation.

Where context or impact warrants it, FIA may use human review before taking significant enforcement action.

BUSINESS REVIEW SOLICITATION

67. Businesses May Request Honest Feedback

Businesses may direct customers to FIA review functionality provided they do so in compliance with this Policy.

Suggested language:

“If you’d like to share your experience, we’d appreciate your honest feedback on Find It All.”

68. Businesses Must Not Script Fake Reviews

A business must not provide a customer with a review that falsely presents the words as the customer’s independent opinion.

Businesses may provide general guidance on how to access the review page but should not require customers to copy misleading promotional language.

69. No Review Gating

Businesses must not use FIA reviews in a way designed to systematically:

• invite only positive reviewers to FIA;

• divert negative reviewers to private channels;

• block dissatisfied customers from reviewing; or

• otherwise manufacture a misleading public rating.

Businesses may separately invite all customers to private satisfaction surveys, but those surveys must not be used deceptively.

TESTIMONIALS AND REVIEW REUSE

70. Reusing FIA Reviews in Marketing

A business wishing to reproduce an FIA review or testimonial outside the ordinary FIA Platform must ensure it has any rights, permissions and approvals required to do so.

The business must not materially alter the meaning of a review.

71. Do Not Quote Reviews Misleadingly

Businesses must not:

• remove important qualifications;

• alter the reviewer’s meaning;

• fabricate wording;

• falsely attribute a review;

• present an expired or withdrawn statement as current where misleading; or

• otherwise use a testimonial deceptively.

VERIFIED STATUS AND REVIEWS

72. Verification and Reviews Are Different Systems

An Owner Verified or Platform Verified status does not guarantee positive reviews.

Similarly, strong reviews do not automatically create an FIA verification status.

Verification is governed by the Business Verification Standards.

73. Complaints May Trigger Verification Review

A credible complaint or review may cause FIA to examine whether the factual basis for an existing verification status remains reliable.

The complaint itself does not automatically remove the verification status.

ENFORCEMENT

74. Review-System Enforcement

Depending on severity and evidence, FIA may:

• warn a user;

• request clarification;

• remove a review;

• restrict a rating;

• remove duplicate reviews;

• restrict review functionality;

• restrict an account;

• suspend an account;

• remove manipulated ratings;

• restrict a business’s solicitation privileges;

• investigate associated accounts; or

• take another action permitted under FIA policies.

75. Business Manipulation

Where FIA reasonably determines that a business coordinated systematic review manipulation, FIA may take additional action under the Acceptable Use Policy.

This may include:

• removal of affected reviews;

• temporary account restrictions;

• loss of review-related functionality;

• investigation of related accounts; or

• other proportionate enforcement.

76. Serious Fraud

Serious review fraud may be referred to:

• appropriate regulators;

• law-enforcement authorities;

• payment providers; or

• other appropriate parties

where legally required or reasonably appropriate.

APPEALS

77. Reviewer Appeals

Where reasonably available, a reviewer may request review of a material moderation decision.

They may be asked to provide:

• context;

• evidence of the experience;

• clarification; or

• corrected content.

78. Business Appeals

A business may request reconsideration of a material review-moderation decision where it believes FIA overlooked relevant evidence or applied the Policy incorrectly.

79. No Guarantee of Desired Outcome

Submitting an appeal does not guarantee that:

• a review will be restored;

• a review will be removed;

• a rating will change; or

• an enforcement action will be reversed.

FIA will review the relevant issue according to its policies and available information.

80. Repeated Appeals

FIA may limit repetitive appeals that contain no materially new information.

REVIEW DISPLAY

81. Review Dates

Where possible, FIA should display information that helps users understand the timing of a review.

Review dates can provide important context because businesses and circumstances change over time.

82. Edited Reviews

Where technically feasible and appropriate, FIA may indicate when a review has been materially edited.

83. Removed Reviews

FIA is not required to publicly explain the details of every removed review.

However, FIA should maintain appropriate internal records for significant moderation actions.

PRIVACY

84. Reviewer Information

FIA handles reviewer personal information according to its Privacy Policy.

Information publicly displayed with a review may be visible to:

• the business;

• other users;

• search engines; and

• the public.

Users should avoid publishing unnecessary personal information.

85. FIA Will Not Automatically Give Businesses Private Reviewer Information

A business does not receive unrestricted access to non-public reviewer information merely because the business disputes a review.

FIA may disclose information where:

• the user consents;

• disclosure is reasonably necessary for an authorized process; or

• disclosure is required or permitted by law.

CHANGES TO THIS POLICY

86. Policy Updates

FIA may update this Policy in response to:

• Platform changes;

• new review functionality;

• emerging manipulation techniques;

• legal developments;

• moderation experience; or

• community feedback.

The current version will display the Last Updated date.

RELATED FIA DOCUMENTS

87. Related Policies

This Policy should be read together with:

• Terms of Service;

• Acceptable Use Policy;

• Community Guidelines;

• Business Verification Standards;

• Privacy Policy;

• Copyright & Intellectual Property Policy;

• Dispute Resolution & Complaints Policy; and

• Report a Concern / Abuse.

REVIEWS & RATINGS ENQUIRIES

88. Questions About This Policy

For general questions about FIA’s Reviews & Ratings Policy, use the FIA Policy, Privacy & Legal Enquiry Form available on this page.

Select:

Policy / Document: Reviews & Ratings Policy — FIA-POL-006

Suggested enquiry types include:

• Review Policy Question;

• Review Eligibility Question;

• Review Removed;

• Business Review Dispute;

• Fake Review Concern;

• Review Incentive Question;

• Conflict of Interest;

• Business Response Question;

• Rating Question;

• Review Appeal; or

• Other Reviews & Ratings Matter.

For active fake-review networks, impersonation, threats, extortion or serious Platform manipulation, use Report a Concern / Abuse.

Please do not submit passwords, complete payment-card information or unnecessary sensitive personal information through the general policy form.

Policy Contact: privacyandterms@finditall.ca
Legal Operator: Innovara Marketing Inc., Toronto, Ontario, Canada
General FIA Contact: info@finditall.ca | +1 437 484 2532