Reviews and Content Policy

This Reviews & Content Policy of QEMBARA EXPERIENCES PRIVATE LIMITED, a company incorporated in Singapore with Company Unique Entity (UEN) Number 202645696M (Qembara, we, us or our), applies to reviews, ratings, Host responses, Listings, profiles, messages, photographs, audio, video, captions, translations, reports and other content submitted to or displayed through Qembara.

Qembara uses reviews and content to help Guests make informed choices, help Hosts improve and protect trust in locally hosted Experiences. Reviews express individual opinions and do not guarantee identical future performance, as stated in section 17 of the Guest Terms. Publication does not mean Qembara adopts, verifies or endorses every statement. This Policy uses the defined terms in the Guest Terms and Host Terms. It is provided in English. This does not limit any language-related right required by law.

Eligible reviewer: only the Booking Guest for a genuine Qembara Booking may submit the public review and rating. A Participant may give first-hand input through the Booking Guest, and may always report safety, discrimination, privacy or misconduct concerns directly and privately to Qembara.

Eligible Experience: the Experience is recorded as completed, or the Guest arrived and the Experience materially began or failed for a reason directly connected with the Host or Experience.

Ineligible: the Guest did not attend, cancelled for reasons unrelated to the Host or Experience, or has no first-hand basis for reviewing it.

Submission window: within 30 calendar days after the scheduled end time, or after Qembara confirms the closure of an interrupted Experience. The deadline uses the local time at the Experience location, and a verified Platform outage extends it by the outage duration.

One review per Booking: one public review and rating per Booking, covering the Experience actually booked.

Correction: the reviewer may correct the review for 48 hours after submission. Qembara keeps each version, checks every edit again and tells the Host about a material change. An edit must not substitute a different reviewer, Booking or Experience.

Withdrawal: the reviewer may withdraw the review and rating within 30 calendar days after publication. Later removal may be requested for privacy, safety, legal or exceptional fairness reasons. Qembara checks for any Host pressure behind a withdrawal.

Host response: the Host may submit one public response from 48 hours after publication until 23:59 on day 14 after publication, local time at the Experience location. It may be corrected for 48 hours and is removed if the review is removed or withdrawn. No further public reply is available.

Display name: the Guest’s chosen screen name where available; otherwise first name and last initial. A full legal name is displayed only if the Guest knowingly chooses it and the use is lawful.

Publication: subject to proportionate authenticity, safety, privacy and content checks. Positive and negative reviews are assessed under the same standards.

A low rating, complaint, refund request, chargeback, incident report or dispute does not by itself prove misconduct or make a review invalid. Review, safety, refund, Payout and account decisions are assessed separately. Where disability or access needs prevent independent submission, Qembara may offer an assisted-submission process that records the Booking Guest’s instructions and confirmation, without letting the assistant choose the rating, sentiment or content.

First-hand experience: describe what was delivered, timing, communication, Host conduct, venue, accessibility, safety, food, Muslim-friendly commitments and other matters relevant to a future Guest.

Honest opinion: use honest opinion and accurate facts. Reviewers may express dissatisfaction, strong criticism or a culturally or religiously relevant concern.

Fair limits: do not present an allegation, inference or second-hand account as established fact where you do not reasonably know it to be true.

Right channel: use Qembara Support or the safety route, not a review, for urgent danger, refund administration, payment details, evidence containing personal data or allegations needing restricted handling.

No fakes: do not fabricate a Booking, review, rating, image or response; impersonate another person; review an Experience you did not attend; or submit content for someone else outside the assisted-submission process.

No trading: do not buy, sell, exchange, coordinate or condition a review or rating. A discount, refund, gift, benefit, reciprocal review, favourable treatment or promise not to act must never depend on review content, silence or withdrawal.

No threats: do not threaten a negative review to obtain compensation, or threaten refund denial, Payout action, cancellation, retaliation or inferior service to obtain a favourable review or removal.

Conflicts: a Host, employee, contractor, family member, business affiliate, materially connected party or direct competitor must not review the affected Listing. Disclose any other relationship that could affect independence.

Neutral invitations: a Host may invite all eligible Guests to review using neutral language. Asking only satisfied Guests, directing the score or repeatedly pressuring a Guest is prohibited.

No incentives: Qembara, Hosts and third parties must not offer a prize, voucher, loyalty point, donation or other benefit for submitting a review.

Listings, profiles and Experience media must also comply with the Listing & Prohibited Activities Policy. Where policies overlap, the rule giving the stronger lawful protection against deception, harm, exploitation or privacy intrusion applies.

Illegal or dangerous: content that facilitates crime, illegal drugs, weapons misuse, trafficking, exploitation, self-harm, terrorism, animal cruelty, prohibited wildlife contact, unapproved regulated services or a credible threat of harm.

Sexual or exploitative: pornography, sexual services, child sexual abuse material, grooming, non-consensual intimate imagery or sexualised exploitation.

Hate and abuse: hate speech, discriminatory degradation, harassment, stalking, threats, humiliation, doxxing or targeted abuse.

Private information: passwords, payment details, private addresses, personal contact details, identification, medical information, children’s information, private messages or incident records without lawful authority.

Fraud and manipulation: fake reviews, deceptive claims, impersonation, undisclosed paid promotion, competitor sabotage, ranking manipulation, spam, phishing, malware or off-Platform fee evasion.

Intellectual property: content used without the required copyright, trademark, publicity, venue, performer, music or other permission.

Irrelevant or promotional: content substantially unrelated to the Booking or Experience, repeated text, solicitation, external advertising, referral codes or attempts to redirect users off Platform.

Misleading media: AI-generated, edited, staged or stock content that invents or conceals a Host, venue, food, certification, safety condition, Participant, activity or likely outcome.

Others’ information: do not publish another person’s full name, contact information, non-public address, payment information, identification number, health information, religious practice, private communication or other information creating an unnecessary privacy or safety risk. You may share your own information after a clear warning and may later ask for it to be redacted.

Consent for images: featured people, or people recorded in a private setting, require the permission and lawful basis for that use, as stated in section 15 of the Privacy Policy. A Booking is never consent to recording, publicity or marketing. Minors require parent or guardian permission and, where appropriate, the child’s agreement.

Sensitive material: do not publish graphic injury, sexual violence, child safeguarding, medical, emergency or other sensitive evidence in a public review. Send it through Qembara’s restricted reporting route. Qembara may redact only the unsafe element where the rest remains useful and fair.

Protected rights: nothing in this Policy prevents anyone from contacting emergency services or an authority, obtaining medical or legal advice, seeking support, preserving evidence, making a protected disclosure or exercising a right that cannot lawfully be restricted.

The Qembara Muslim-Friendly Baseline governs Listings and delivery. Reviews may accurately describe whether promised food, alcohol, prayer, modesty, privacy, gender-sensitive or photography arrangements were delivered, including whether the Halal-certified, Halal options or Alcohol-free labels in section 15 of the Guest Terms were accurate. Qembara will not remove a relevant review merely because it raises a Muslim-friendly concern or is uncomfortable for the Host.

Different kinds of claim: Qembara distinguishes observable arrangements, such as alcohol presence or prayer access; the Host’s own representations, such as Halal options; and certification claims, such as Halal-certified. Each needs evidence suited to the claim and none is treated as a religious ruling by Qembara.

No false rulings: do not falsely claim that Qembara, the reviewer or another user has issued a religious ruling or halal certification.

Respectful language: do not use religious language to harass, shame, exclude or degrade anyone. Respectful disagreement and first-hand factual criticism remain permitted.

Host responses: a Host may clarify verified certification scope or observable arrangements, but must not unnecessarily expose the Guest’s religion, dress, dietary request, prayer practice or private communication.

Overall rating: one score from 1 to 5 stars; text is encouraged but optional. The displayed average is the arithmetic mean of published eligible ratings, rounded to one decimal place, shown with the number of ratings and the period covered, and refreshed within 24 hours of any change.

Minimum display threshold: the numeric average appears after at least three published ratings; before then, individual verified reviews are shown without an average.

Removed reviews: when a review is removed for a policy breach, its rating and media are removed from the calculation. Partial redaction does not remove the rating unless reliability is materially affected.

Sorting: newest first by default. Any other sorting option is labelled and uses disclosed, non-commercial factors. Sentiment, conversion effect, Host value, commercial pressure and sponsorship never determine ordering or calculation.

Translation: machine or human translation may be provided and is labelled. The original remains authoritative where meaning is disputed, and translation never changes sentiment.

Age and change: each review shows its date. Reviews older than 36 months leave the current average and default display at the end of the calendar month but remain in a labelled historical view. A material change of Host, ownership, venue or Experience model requires a new Listing or a separated pre-change history.

Closed Listings: a closed, suspended or prohibited Listing is removed from search. Any retained public archive shows that the Experience is unavailable.

External scores: external reviews are never combined with Qembara’s score unless the source, scope, age and calculation are clearly separated and disclosed.

Any automated review tag, highlight or summary is labelled, traceable to eligible source reviews, refreshed after removal or material change, kept separate from Host responses unless disclosed, and open to correction. It never infers religion, health or other sensitive characteristics.

Qembara aims to preserve useful expression. It may publish, decline, redact, label, restrict, remove or restore content, using the least intrusive effective measure: for example, redacting a prohibited personal detail rather than removing a whole review that is otherwise authentic, relevant and understandable.

What is not removed: Qembara will not remove a review merely because a Host disputes it, it is negative, the rating differs from the text, it mentions a relevant matter outside the Host’s control, or it expresses a subjective opinion.

Private disputes: Qembara does not ordinarily decide private factual disputes through review moderation. The Host may post a compliant response, and serious allegations may be routed to the Safety & Incident Policy without public disclosure.

No rewriting: Qembara never rewrites content to change its meaning, as stated in section 17 of the Guest Terms. It may make an agreed technical correction, redact prohibited content, apply a label or invite a corrected resubmission.

Legal requests: a defamation, illegality or rights request does not automatically justify removal. The claimant must provide verified identity and authority, the exact content, jurisdiction, legal basis and supporting material. Qembara distinguishes opinion from fact, considers the reviewer’s first-hand basis, invites a response where lawful and complies with binding orders using the least restrictive measure.

Anyone, including a person without a Qembara account, may report a review, response, Listing, profile, message or media through the content-reporting control, the Help Centre or support@qembara.com. A report does not guarantee removal. Repeated duplicate or knowingly abusive reporting may be restricted only after documented review and notice where appropriate; good-faith safety, safeguarding, legal, privacy, intellectual-property or authority reports are never blocked.

Initial moderation: Qembara aims to review ordinary reported content within five business days. Imminent danger or suspected child sexual abuse material is contained immediately and escalated to specialists.

Urgent matters: report immediate danger to local emergency services first (Singapore: 999 police, 995 ambulance and fire; Indonesia: 112; Saudi Arabia: 911; Malaysia: support@qembara.com). Qembara Support is available 24 hours a day, 7 days a week, with a 15-minute first response for urgent matters, as stated in section 27 of the Guest Terms.

User response: where appropriate, the affected user has three calendar days to respond to a material concern. Qembara may remove or restrict content first where delay creates material risk.

Decision notice: Qembara identifies the content, the rule applied, the action, when it takes effect and the correction, resubmission or review route, unless disclosure would create a legal, safety or evidence risk.

Review of a decision: request one review within 14 calendar days of the determination. A person who was not the sole original decision-maker considers new evidence, overlooked information, procedural error or inconsistent application. Qembara aims to complete an urgent review within 48 hours and an ordinary review within 14 calendar days, as stated in section 22 of the Guest Terms and section 15 of the Host Terms.

Users keep ownership of their content. Qembara’s licence is set out in section 17 of the Guest Terms and section 21 of the Host Terms. Submitting private or restricted content never makes it public or promotional, Qembara will not materially change its meaning, and a review is not consent to paid advertising. Permitted use depends on the type of content:

Public review or Host response: hosted, formatted, translated and displayed on the Platform, and used in Qembara-owned channels as permitted by section 17 of the Guest Terms; identifiable Guest content in paid advertising requires separate consent.

Listing or public profile: hosted, formatted, displayed and promoted within section 21 of the Host Terms and applicable rights and consent limits.

Private Booking message: delivered, retained and accessed only as reasonably necessary for Booking administration, support, safety, fraud prevention, enforcement and legal compliance.

Content or incident report: restricted to investigation, safety, enforcement, privacy and legal purposes; never used publicly or promotionally.

Sensitive evidence: restricted use through the approved safety, authority or legal process only.

The submitting user must hold the rights and permissions required for the content. A report of alleged infringement must identify the protected work or right, the disputed content, the basis of the claim and contact details. Qembara may restrict content while assessing a credible claim and preserve it where necessary for evidence or legal compliance.

Qembara may update this Policy for legal, safety, operational or product changes and will show the new effective date and archive earlier versions. For questions, contact support@qembara.com or the Help Centre.