Review Guidelines & Moderation

The short version

• You can only review a deal you have actually redeemed.
• Be honest and respectful. No abuse, personal data, links or advertising.
• The venue may reply publicly to your review once.
• Spotted something wrong or illegal? Use the report button on every deal, venue and review.
• Whenever we take action, we tell you why. You can appeal; a different staff member decides within 5 working days.

These guidelines apply to everything guests and venues post on Flits: reviews, photos, replies to reviews, deals and venue profiles. They also explain how we moderate and what action we may take. Flits is a service of Nafite B.V. (trading as Flits). These guidelines form part of the Terms of Use and the Partner Terms.

• Only guests who have redeemed the deal (checked in for a table deal or collected a takeaway order). That way everyone knows a review comes from a real guest.
• One review per redemption.
• A review consists of a star rating, optional tags, text and photos.
• Venues, their staff and people connected to them do not review their own venue or competitors.

Allowed:

• Your honest experience of the deal, the food, the service and the atmosphere.
• Criticism, even sharp criticism, as long as it is about your own visit and stays factual.
• Your own photos of your order or visit.

Not allowed:

• Swearing, insults, discrimination, threats or harassment.
• Personal data: staff names, phone numbers, email addresses, home addresses or identifiable photos of other people without their consent.
• Links, contact details, advertising or invitations to deal outside Flits.
• Fake reviews: reviews in exchange for a benefit, about a visit that never happened, or written to harm a competitor.
• Excessive capitals, spam or text unrelated to the visit.
• Promoting excessive drinking.
• Photos that aren't yours, or photos showing nudity, violence or other shocking content.
• Anything unlawful.

Reviews are only removed if they breach these guidelines. An honest negative review stays up.

• A venue may reply publicly once to each review.
• Replies follow the same rules as reviews. The venue does not disclose guest details (such as a surname, party size or order) that aren't in the review.
• If a venue thinks a review breaches the guidelines, it reports it in the app. We assess the report; venues cannot remove reviews themselves.

When leaving a review you can also flag that something went wrong:

• "Deal not honoured" (table deal): the venue didn't give the promised discount or benefit.
• "Product didn't match" (takeaway deal): you received something other than described.

This creates a moderation ticket. The venue has 48 hours to respond. Our team then decides:

• Upheld for a table deal: the venue receives a warning or suspension (see section 9) and you receive €5 Flits credit.
• Upheld for a takeaway deal: you get your money back.
• Not upheld: we close the ticket with an explanation.

For a complaint about the quality or contents of a takeaway order, you can also use Report a problem on your order, within 24 hours after the collection window. See the Cancellation & Refund Policy.

Every deal, venue and review has a report button. Use it to report content you believe is illegal or breaks our rules, such as a fake discount, misleading information, discrimination or an infringement of someone's rights. You don't need an account to report illegal content; just email info@nafite.com.

In line with the Digital Services Act (DSA), please include:

1. why you believe the content is illegal;
2. where the content is (the report button fills this in for you);
3. your name and email address (except for reports of child sexual abuse material);
4. a statement that you are reporting in good faith and that the information is accurate.

You'll receive an acknowledgement. We assess every report carefully, objectively and as quickly as possible, and tell you what we decided and why.

Automatic checks when a deal goes live:

• Fake discount check: if a table discount exceeds 60% of the average spend, or a takeaway price is below 20% of the normal value, the deal is checked by a person. For a new venue's first 3 deals this is a manual review; after that the venue receives a warning. Discounts are always measured against the normal menu price; fictitious "was" prices are prohibited.
• Text filter: for swearing, contact details, links, excessive capitals and promotion of excessive drinking.
• Alcohol rules per municipality (see the Alcohol Policy).
• Allergens: for every takeaway deal the venue must confirm the allergen information (see Allergen Information).
• Photos: automatic quality check; a staff member reviews a new venue's first photos.

Human review: reports, tickets and borderline cases are assessed by our moderation team. Automated systems raise signals; sanctions against a guest or venue are decided by a person.

We may also hide content or end a deal if it is illegal or breaks the rules. See the Partner Terms.

For every action we take, you receive a statement of reasons in the app: which rule we believe was broken, which facts we relied on, whether automated means were involved, and how to appeal. The same applies if you submitted a report and disagree with our decision.

• You appeal in the app, up to 6 months after the decision.
• A different staff member from the one who made the decision handles your appeal within 5 working days.
• If the decision turns out to be wrong, we reverse it (for example by withdrawing a strike or restoring a review).
• If you still disagree, you can turn to a certified out-of-court dispute settlement body (Art. 21 DSA) or to the courts. You can also complain to the Netherlands Authority for Consumers and Markets (ACM) as Digital Services Coordinator.

We keep track of how many reports we receive, what action we take, how often automated checks played a role, how many appeals there are and how quickly we handle them. If the Digital Services Act requires us to report on this, we publish that report on joinflits.com.

Questions about these guidelines or a decision? Use Help in the app or email info@nafite.com. This address is also our point of contact for authorities under the DSA. You can write to us in Dutch or English.

Nafite B.V. · Spoorstraat 30A, 6511 AH Nijmegen · Chamber of Commerce (KvK) 76060217