We understand that dealing with reviews can be tough when they contain unfair feedback. In case you disagree with a review, we encourage you to carefully follow the steps outlined here.
The Turno review policy
Customers can leave a review at any moment as long as you have accepted at least one project from them, even if you never complete it. This is possible in case a cleaner books a cleaning and no-shows on their first project.
If you receive a negative review that you disagree with, it can be removed 30 days after it was posted, as long as you don't receive any other negative reviews in the meantime.
This period of 30 days cannot be shortened, and the cool-down period between removing reviews is one year (365 days). ⚠️
Replying to a review
Regardless of whether the review you received is positive or not, you have the option to reply to it at any time, stating your appreciation or providing clarification about the issue pointed out by the customer.
To reply to a review, go to My Reviews on the Turno website and click the Reply option below the review in question:
After submitted, your reply will be reviewed by our team before it is published to your profile.
How can I have a review removed?
To have a review removed, open a chat with our Customer Support team or reach out via email at [email protected]. State which review you'd like to remove and if you'd like, also include the reason why you're asking to remove it and/or what happened while you worked for the customer.
✨ FAQ
Here are some frequently asked questions about reviews:
I never cleaned at the location linked to the review I received. Is there something wrong with the system?
I never cleaned at the location linked to the review I received. Is there something wrong with the system?
The location shown in reviews doesn’t always correspond to where you cleaned. Instead, it reflects the areas associated with the first property the host added to their Turno account. That’s why the location may sometimes seem unfamiliar.
Why am I unable to remove the specific review I want, even though it's already past the required time frame?
Why am I unable to remove the specific review I want, even though it's already past the required time frame?
If you receive another negative review within 30 days of a prior one, only the latest review is eligible for removal. The previous negative review becomes ineligible for removal upon receiving a subsequent negative review within the same 30-day time frame.
I believe the customer I disconnected from left me a review. How is that possible?
I believe the customer I disconnected from left me a review. How is that possible?
Once you connect with a customer and accept a project, they can leave reviews for up to two weeks after you disconnect. To avoid issues, it's a good idea to clear up any misunderstandings before ending the connection.
Can I review my customers?
Can I review my customers?
On your My Customers page, you should find the option to review customers you have accepted projects from. If you skipped this option or it doesn't appear for you, contact our Customer Support team. We will ask you a few questions to submit the review on your behalf.
Remember, reviews you leave for hosts are different: hosts don't have public profiles like cleaners do, so they are not available for other users to see. But your review helps our team evaluate and address issues, protecting other cleaners from possible problems or bad experiences.