Terms of use
The short version. Tell the truth, back it up, and keep other people's private details out of it. We check complaints before publishing them, brands get a fair chance to reply, and we never remove a complaint because a brand pays us.
1. Who we are
FairSay is run by [Registered company name], registered in Zimbabwe under number [company registration number], with its address at [physical address]. In these terms, "we" and "us" means that company, and "you" means anyone who uses the site or sends us a complaint.
2. Who can use FairSay
You must be 18 or older to submit a complaint. You can submit complaints only about your own experience as a customer, or on behalf of a family member who has asked you to.
3. What you agree to when you submit a complaint
- Everything you write is true to the best of your knowledge, and you describe facts rather than guesses.
- You have the right to share any evidence you send us, such as receipts, screenshots, photos or voice notes.
- You will not include other people's personal details, such as ID numbers, account numbers, home addresses, phone numbers or staff surnames.
- You will not post anything threatening, hateful, sexually explicit, or that encourages violence.
- You will not post fake complaints, complaints written for payment or reward, or complaints about a competitor's business that you weren't a genuine customer of.
- You will not use FairSay to demand money or favours from a business in exchange for removing a complaint.
4. How we check and publish complaints
Every complaint is reviewed before it goes live. We may contact you to ask for more detail or evidence. We may edit a complaint to remove personal details, offensive language or claims that the evidence doesn't support, and we will tell you if we make a significant change. We may decline to publish any complaint, for example if it can't be verified, appears to be fake, or breaks these terms.
When a complaint is published, we show your story, your rating, your evidence (with personal details removed) and the public name you chose. We never show your real name, phone number or email address unless you ask us to.
5. Permission to publish
You keep ownership of what you write and send us. By submitting it, you give us permission to publish it on FairSay, to share it with the business concerned so it can respond, and to use it, without your contact details, in summaries, rankings and reports about how businesses treat their customers. You can ask us to remove your complaint at any time (see section 8).
6. Businesses and their right of reply
We notify businesses of published complaints and give them the opportunity to reply publicly. A business that believes a complaint is false or unfair can contact us at hello@fairsay.co.zw, explain which statements it disputes, and provide evidence. We will review the complaint, may ask the customer for more information, and may hide it while we review. We aim to complete reviews within [14] days.
We never remove, hide, or change the rating of a complaint because a business has paid us or offered to pay us. Any paid services we offer businesses in future, such as tools for replying to customers, will never include removing complaints.
7. Escalation letters and guidance
Where we suggest a regulator, ombud or other body you can escalate to, or help you draft a letter, this is general information to help you, not legal advice. You are responsible for checking it suits your situation and for anything you send.
8. Removing your complaint
You can ask us to remove or update your complaint by emailing hello@fairsay.co.zw or messaging us on WhatsApp from the number you used to submit it. If the business has already replied, we may keep a note on the business's page that a complaint was resolved or withdrawn, without its contents.
9. Our responsibility
Complaints are the opinions and experiences of the customers who wrote them, not statements by FairSay. We check complaints carefully, but we can't guarantee that every detail is accurate. To the extent the law allows, we are not responsible for decisions you or anyone else make based on content on the site. Nothing in these terms limits any rights you have under Zimbabwean law that cannot be limited by agreement.
10. Changes to these terms
We may update these terms as FairSay grows. We'll change the date at the top when we do, and tell people who have submitted complaints about any significant change.
11. Law and contact
These terms are governed by the laws of Zimbabwe. Questions about them can be sent to hello@fairsay.co.zw or on WhatsApp to +263 77 495 9595.