Guidelines for Practitioners

Only people who have had a recent and genuine experience with your practice can write a review about it. It must be emphasised that an ‘experience’ doesn’t necessarily  mean a ‘purchase’, it could be something simple like a phone call, email, a physical or virtual consultation etc.

People who may have a conflict of interest cannot write a review for your practice, so this includes you, your employees or immediate family members. This also means you or your employees cannot review competitors. We do this to protect the integrity of reviews.

If you ask for reviews, your invitation process must remain neutral, fair and unbiased. We do allow you to ask your reviewers to provide a reference number within the review, to help you identify an experience.

You are not allowed to provide incentives like monetary rewards, discounts, loyalty points, coupons, gifts or referal bonuses when requesting reviews.

Reviews are not allowed to be collected on company premises without prior permission from us. And you can’t ask your customers to use your equipment such as your iPad to review your practice.

Under no circumstances should you ask people to submit fake reviews. We have zero tolerance for these types of reviews and they will be removed.

Our users are given the freedom to choose their own usernames, so you may not recognise the name as a customer of yours. But that doesn’t mean they haven’t had a genuine recent experience with your practice. If you want more information, try engaging with the reviewer on Esagio.

If that isn’t enough, you can ask the reviewer to verify their experience.

We expect all practitioners to be respectful on Esagio. Don’t post anything hateful, harmful, discriminatory, defamatory or illegal.

The privacy and safety of everyone should be protected and respected so we insist you don’t post personal or sensitive information like names, email and physical addresses, phone numbers and anything else that could be used to contact, identify or impersonate another person.

If your employees choose to use their own names when replying to reviews, then they’re responsible for putting the information out there.

Esagio will not remove a review because you feel its unfair or you don’t agree with its content or you think the reviewer should have left more stars. We don’t get involved in disputes about what actually happened between a reviewer and a cosmetic surgery practice.

Esagio is a consumer review platform, not a regulator.

Esagio is a platform that sits between cosmetic surgery patients and cosmetic surgery practitioners, so we have to have a balanced approach, meaning balanced responsibilities. We are here to let anyone air their story, be it good or bad. However, we are also required to remove statements or words that are likely to cause serious harm to someone’s reputation or financial loss to a practice. That’s why we allow you to flag reviews deemed defamatory.

You can claim your listing and get a business account. You can use this section to send invitations, reply to reviews and flag any reviews you feel breach our guidelines. The information displayed on your profile page must be accurate and not misleading.

Reviewers own their reviews. They are within their rights to edit or delete their reviews at any time, and they can also write more than one review if they’ve used your services more than once. However, they don’t have to update the review if circumstances change – like if you’ve given them a refund. 

Pressuring a reviewer or offering them incentives to change their review is a big no-no.

Reviews aren’t moderated by us, but anyone can flag reviews that breach Esagio guidelines. You can use your business account to flag reviews for various reasons (not liking the review doesn’t count!) and we will only assess a review for the reason it was flagged in the first place.

If a flagged review is in breach of Esagio guidelines, the reviewer will be given the opportunity to make changes. The review may be temporarily hidden during this period. If the problem still isn’t resolved, then the review will remain invisible to visitors.

If you decide on flagging reviews, remain fair and consistent – meaning flagging a 5 star review for the same reasons as flagging a 1 star review.

Esagio is all for freedom of expression, but certain types of content is a no-go. We can delete a company reply that breaches our guidelines. If you misuse our platform, we can block access or suspend features in your business account, place a consumer alert on your profile, and potentially terminate all agreements between Esagio and your practice.

These guidelines are set by us and we retain the right to change from time to time.