GoAiva

1. Introduction

At Aiva, we value transparency, community feedback, and genuine customer experiences. This Content, Reviews & Ratings Policy (“Policy”) outlines the terms under which users may submit text reviews, images, videos, and other content (“User Content”) on the Aiva platform.

This Policy forms part of Aiva’s broader Terms & Conditions and applies to all users of our mobile application, website, and associated services.

By submitting any content, you agree to comply with this Policy, our Community Standards, and all applicable Indian laws.

2. What This Policy Covers

This Policy applies to all user-submitted content on Aiva, including but not limited to:

Text Reviews: Written feedback or comments about stores, orders, products, or delivery experience
Star Ratings: 1–5 scale ratings assigned to store orders
Photos or Videos: Uploaded images or media attached to reviews or support claims
Profile Content: Your profile image or name used on review listings
Chat Content: Messages or interactions submitted via our AI assistant or customer support
Support Ticket Descriptions: If submitted via app-based forms and stored on the platform

User Content is publicly visible to other users (except support messages) and may be accessible to Store Partners for operational purposes (e.g., quality improvements, issue resolution).

3. User Responsibilities When Posting Content

By submitting any form of User Content, you confirm that:

You are posting based on a genuine experience you had with the store, order, or product
The content is truthful, non-misleading, and does not contain fake, spam, or copied reviews
You will not post abusive, hateful, threatening, or discriminatory remarks or slurs
You will not disclose personal information of yourself or others (e.g., full address, phone number, banking details)
You will not post copyrighted images, logos, or media unless you are the rightful owner or have permission
You are solely responsible for the accuracy and legality of the content you submit

You must not:

Submit content generated by bots or AI tools without human review
Create multiple accounts to boost or harm ratings
Offer or accept compensation in exchange for a review
Falsely claim product defects or submit unrelated media

Any violation of these responsibilities may result in review removal, content flagging, or account suspension without notice.

4. Grant of Rights to Aiva

By submitting any content on the Aiva platform (including reviews, ratings, photos, videos, or chatbot interactions), you grant Aiva the following rights:

A perpetual, worldwide, royalty-free, irrevocable, sublicensable license to:
- Use, display, reproduce, store, publish, modify, translate, adapt, and create derivative works
- Share or promote your content on the Aiva platform, app listings, social media, or marketing channels
- Use content for training AI models or improving platform moderation and recommendations

This license applies even after you delete your account or content — unless removal is mandated by law.

You also agree that:

You will not receive any compensation or royalties for this content usage
You waive any moral rights related to attribution, modification, or platform-wide reuse
Aiva may use your name or anonymized display name alongside the content for credibility, unless you choose to post anonymously

5. Moderation & Removal of Content

To maintain platform quality and protect users, Aiva reserves the right — but not the obligation — to moderate all user-submitted content.

Aiva may remove or reject content that:

Is abusive, vulgar, racist, sexist, or threatening
Contains false or misleading claims about stores or products
Is irrelevant (e.g., blank ratings, gibberish, promotional links)
Violates any Indian law, including defamation or obscenity laws
Infringes copyright or intellectual property rights of others
Contains private information (e.g., phone numbers, addresses)
Is copied/pasted across multiple stores or repeated artificially
Is generated by bots, AI tools, or scripts without human context

Moderation decisions may be made manually or via automated systems. We do not guarantee that all offensive content will be detected or removed immediately.

Deletion of Account ≠ Automatic Deletion of Content:

Even after your account is deleted, Aiva may retain:

Your submitted reviews and ratings (detached from personal identifiers)
Any content used in store ratings, dispute logs, or platform insights

6. Visibility & Store Impact of Reviews

All reviews and star ratings submitted by users:

Are visible to the general public, other customers, and the respective store
Affect the store’s average star rating and ranking in search results
May be used in quality scoring, fraud detection, or feature eligibility

For Store Partners:

Stores cannot delete or edit customer reviews
Stores may respond to reviews publicly (if the feature is enabled)
Stores can flag content that they believe violates this policy (see next section)

Aiva uses aggregate feedback to assess store trustworthiness, enforce platform standards, and evaluate store performance. Review manipulation — by stores or customers — is strictly prohibited.

7. Flagging & Reporting Inappropriate Content

We encourage both customers and store partners to report content that appears to violate this policy.

Content may be flagged if it:

Contains abusive or profane language
Is false, misleading, or manipulative
Involves personal attacks, privacy violations, or defamation
Displays copyrighted media without rights
Includes unrelated promotions, links, or external brand mentions
Repeatedly targets a store with malicious intent

Flagged content will be reviewed by Aiva’s moderation team. If found to violate our standards, the content may be:

Edited
Hidden from public view
Permanently deleted
Associated accounts may also face warnings or suspensions

Content takedown decisions are final and may not always be individually communicated.

8. Use of Content by Store Partners

Store owners may be allowed to use public customer reviews or photos within the Aiva app interface for:

Displaying in their store listing or product sections
Building customer trust and credibility
Training or educating their own staff based on feedback

However:

Stores cannot edit, re-upload, or republish your content outside of Aiva
They must not misuse or publicly repost customer images without Aiva’s written permission
Any violation may lead to penalties or suspension of partner privileges

By submitting a review or image, you agree that it may be shared with the store you reviewed and used within Aiva’s ecosystem.

9. Legal Compliance & Liability

All content submitted on Aiva must comply with applicable Indian laws, including but not limited to:

The Information Technology Act, 2000
Defamation laws under the Indian Penal Code
The Copyright Act, 1957
The Consumer Protection Act, 2019

Aiva assumes no liability for the accuracy, legality, or truth of user-submitted content. However, we respond promptly to:

Valid court orders
Government takedown notices
Reasonable copyright complaints with proof of ownership

10. Policy Updates

Aiva may revise this Content Policy at any time based on legal changes, moderation tooling improvements, or platform needs. We will:

Publish an updated version in the app
Show in-app notifications for significant changes
Reflect the “Last Updated” date at the top of this policy

You are encouraged to review this policy periodically. Continued submission of content after updates constitutes your acceptance of the new version.

11. Contact for Complaints & Disputes

To report a content issue or raise a takedown request, please contact:

Company Name: Aiva Private Limited Registered Address: Plot No. 287-A, Goyal Homes, G-2, Sec-B, Shahpura, Bhopal, Madhya Pradesh 462016 Support Email: [Insert Email] Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST

For copyright-related issues, please include:

A signed statement of ownership
Exact content location (screenshot or link)
Your contact details
Description of violation

Aiva – Customer Terms & Conditions