The Chatloop Authenticity Policy ("Policy") outlines the requirements under which User-Generated Content (UGC) submitted to and displayed via Chatloop’s platform, including on client websites and apps where Chatloop services are embedded, is considered authentic. This Policy is an integral part of the service agreements between Chatloop Ltd ("Chatloop") and its clients (the "Agreement").
Chatloop defines "Authentic Content" as:
Content that:
• Is created by a real person expressing their honest, non-fraudulent opinions.
• Reflects genuine experiences with the product, service, or content being discussed, whether through purchase, sampling, gifting, or other material interactions.
• Discloses any relevant contextual information that may impact the poster’s ability to remain unbiased (e.g., employment status, partnerships, incentivisation).
Processes that:
• Maintain Sentiment Neutrality, ensuring all content is treated equally regardless of its tone, whether positive, negative, or neutral.
• Are transparent about any contextual information affecting the collection, moderation, or display of content, such as syndication, translation, or the methodology used.
Culture that:
• Prioritises the authenticity and integrity of UGC in all business practices, making necessary decisions to uphold transparency and trust among consumers and clients.
This Policy applies to all forms of UGC submitted to the Chatloop platform, whether hosted directly or via API on client websites and apps, including but not limited to:
• Content collected directly through Chatloop or solicited via review or user generated content (UGC) requests, regardless of publication status.
• Content imported from other platforms or collected via social media for display on client websites or apps.
• Content generated through incentivisation campaigns, such as sampling, sweepstakes, or events.
Non-compliance with this Policy may lead to actions including the removal of authenticity seals or badges, suspension of content syndication, or removal of content from display.
Collection and Submission refer to the process of gathering UGC. This can be user-led, where a consumer leaves an unsolicited review, video or picture on a client’s site or app, or client-led, through deliberate efforts like review or UGC requests, surveys, or sampling campaigns.
Imported Legacy Content
New clients may import legacy content into Chatloop within one year of the contract start date. This content must meet Chatloop's authenticity standards, including Sentiment Neutrality. Clients must import all existing approvable content regardless of star rating and provide original usernames, full review text, submission times, and any relevant contextual data. Chatloop reserves the right to reject any content found to be fraudulent.
Consumers submitting content via Chatloop should agree to specific submission terms, which must include:
• Acknowledgement that the content reflects a true and valid opinion based on real experiences with the product or service.
• Disclosure of any contextual information that might affect the review, such as the reviewer’s employment status, partnerships, receipt of incentives, or any conflicts of interest.
All new content collected through Chatloop must include the following data signals:
• Timestamp of Submission: To track when content was submitted.
• Unique Username and Email Address: To identify the content creator.
• Submitter IP Address: To help verify the authenticity and location of the submission.
• Device Fingerprint: To identify the device used to submit the content.
• Badges for Incentivised Content, Staff Affiliations, or Similar: To provide transparency about the context of the submission.
• Content Origin Disclosure: To indicate where the content was originally collected, whether directly on Chatloop or via a client’s platform.
Content originating from individuals or entities with a financial interest in the product or service must be disclosed as an Endorsement. The client must ensure that:
• All known Endorsements are reported to Chatloop.
• Endorsements contain clear disclosures, either via text within the content or a badge indicating the Endorser’s relationship with the client.
• Endorsements comply with all applicable laws and regulations.
• Endorsements reflect honest opinions based on genuine experiences with the product or service.
• The sentiment of the content is not influenced by any form of incentivisation or endorsement.
The method of collecting UGC must be neutral regarding sentiment. Consumer sentiment should not influence who is requested or allowed to submit a review, and no collection methods should be altered to target specific review sentiments.
Moderation
Chatloop will moderate all content submitted to its platform. The moderation process includes:
• Content Evaluation: All content is evaluated for relevance and appropriateness. Content will not be altered, edited, or removed unless it violates the guidelines.
• Fraud Prevention: Chatloop uses a combination of automated tools and human review to identify and reject content that is deemed fraudulent or in violation of the guidelines.
• Client Involvement: Clients are not permitted to self-moderate their content or reject content based solely on star rating or sentiment.
Display
Sentiment Neutrality
Content should be displayed without bias, ensuring that all valid and honest feedback is accessible to consumers, regardless of its sentiment.
Badges
All relevant contextual information about the content creator or the submission process should be clearly disclosed. Examples of badges include:
• Reviewer Affiliation: Indicating if the reviewer is an employee or agent of the client, product manufacturer, or retailer.
• Incentivisation Disclosure: Identifying if the content was created as part of an incentivisation program.
• Content Origin: Clarifying if the content was originally submitted on another platform or location.
Default Display
Chatloop recommends displaying reviews in chronological order from the most recent to the oldest. If an alternative display method is used, it should be sentiment-neutral, with a clear indication of the filtering methods applied.
Overall Ratings
The overall rating for a product or service should:
• Be calculated objectively based on all submitted reviews.
• Clearly inform consumers of the calculation method.
• Be continuously updated as new reviews are added.
• Display the total number of reviews alongside the overall rating.
Chatloop may audit content removed by clients to ensure compliance with this Policy. In case of violations:
1. Chatloop’s Client Success team will notify the client’s business contact to address the violation.
2. For recurring violations, the issue will be escalated to Chatloop’s senior management or legal department.
3. Persistent violations may result in the removal of badging, suspension of content syndication, or termination of the Agreement.
This Policy is a set of best practice guidelines. Clients are advised to seek independent legal advice to ensure compliance with applicable laws and regulations in their jurisdiction and industry.
In cases where content needs to be imported via a certified Chatloop partner (e.g., due to technical issues), the following data points must be provided for the content to be eligible for import:
• Rating
• Review Text
• Author Nickname and ID
• Submission Time
• Incentivisation Disclosure
• Locale
• Product ID
Additionally, at least two of the following data points must be provided:
• Author’s Email Address (must be a true email address)
• Author’s IP Address
• Author’s Device Fingerprint
Content that does not meet these requirements may still be displayed on the client’s site but will not be eligible for syndication.
