Review Response & Safety Policy
This policy describes the safeguards epikoin intends to use when review-management services are activated. It does not promise that every account or review can be handled and does not replace a client-specific written service agreement.
1. Human-reviewed service
epikoin may use technology to organize reviews, identify possible themes, or assist with drafting, but a person reviews proposed public responses before epikoin publishes them. epikoin does not offer unattended AI auto-response publishing.
2. Standing authorization and the Response Playbook
Before publishing begins, the client approves a Response Playbook that covers brand voice, approved public language, Green-response authorization, four or five neutral Yellow fallback acknowledgments, escalation contacts, and client visibility and override procedures. Standing authorization applies only within those approved limits. The client can correct information, change instructions, or revoke access.
3. Green, Yellow, and Red routing
Green — routine. A routine response may be prepared, human-reviewed, and published under the client’s standing authorization.
Yellow — context needed. epikoin asks the client for the missing fact and generally allows 24–48 hours for a response. If the client does not respond, epikoin may publish one neutral acknowledgment selected from the fixed, client-approved fallback library. The selected fallback is checked against recent responses to avoid obvious repetition. epikoin does not generate a new fallback with AI at publication time.
Red — sensitive. Routine publication stops. Nothing is published automatically. epikoin escalates the matter to the client, and professional review may be appropriate. A Red review may remain unanswered.
Star rating may be considered, but it is never the sole routing rule. Language, allegations, context, privacy, safety, and uncertainty also matter.
4. No unverified acknowledgments
epikoin will not knowingly publish an admission of fault, promise of compensation, statement about an employee, legal conclusion, medical or financial claim, or other material factual assertion unless the client has verified the information and authorized the language. When facts are unclear, epikoin uses neutral language or stops publication.
5. Sensitive and prohibited content
Red escalation generally includes alleged injury, threats, violence, discrimination, harassment, retaliation, criminal conduct, privacy or data exposure, legal demands, regulatory issues, media inquiries, employee-identifying allegations, medical information, financial-account information, self-harm, or any issue that could create serious safety, legal, employment, or reputational consequences.
epikoin will not draft threats, disclose private information, identify a suspected anonymous reviewer, encourage retaliation, or publish content that is deceptive, harassing, discriminatory, defamatory, or otherwise unlawful.
6. Review integrity
epikoin does not create fake reviews, purchase reviews, impersonate reviewers, review competitors, post or permit reviews by an owner, officer, manager, or employee without clearly disclosing that relationship, suppress lawful criticism, or condition incentives on positive sentiment. We do not support review gating—the practice of directing only satisfied customers to public review platforms while diverting dissatisfied customers elsewhere. Review requests, if separately offered, must invite honest feedback without dictating sentiment.
7. Google Business Profile access
The client must remain the owner of its Google Business Profile and invite epikoin through Google’s authorized manager or agency process. epikoin does not request the client’s personal Google password. The client controls permissions and can remove access. epikoin follows applicable Google Business Profile third-party and content policies, but Google alone controls platform enforcement and feature availability.
8. Employee-feedback data
epikoin does not scrape Glassdoor, request a Glassdoor password, or automatically collect Glassdoor content. Employee-feedback comparison occurs only when a client supplies information it is authorized to export and share. epikoin uses the material to identify aggregated themes—not to identify, investigate, or retaliate against individual reviewers. Small-number findings are described cautiously, without language likely to expose a reviewer’s identity.
9. Client visibility and correction
The client receives visibility into published responses and escalations and may request a correction or removal where the platform permits it. epikoin will act reasonably on correction requests but cannot guarantee that a third-party platform will display, remove, restore, or modify content on a particular schedule.
10. Themes and Reputation Briefs
Theme reports are directional business observations based on available review data and authorized inputs. They are not statistical audits, employee investigations, legal findings, or proof of causation. epikoin will distinguish recurring themes from isolated comments and will avoid presenting small samples as definitive conclusions.
11. Service suspension
epikoin may pause publishing or access when authorization is unclear, information appears inaccurate, account security is in question, a platform restriction applies, the client requests prohibited conduct, or continued work could create legal, safety, employment, privacy, or integrity risk.
12. Questions or concerns
To correct instructions, report a concern, revoke authorization, or ask about this policy, email hello@epikoin.com.