Legal
Dispute Policy
Last updated: April 2026
Your Score Is Not a Punishment. It's a Signal.
If you're here, your venue probably received a score you didn't expect. Before we discuss disputes, let's establish what actually helps.
Goler does not assign ratings based on opinion. Every score is computed from specific claims extracted from visitor reviews — each one classified, weighted, and scored through the same pipeline applied to every venue on the platform. No exceptions, no manual adjustments, no editorial bias.
Your score reflects what your visitors are saying. The question is whether you know exactly what that is.
Step 1: See What Your Visitors See
Register your venue on Goler and access the Venue Dashboard — it's free.
Inside, you'll find a full breakdown of every signal that contributes to your Risk and Quality scores: individual claims extracted from reviews, their classification, confidence levels, and how they affect your overall verdict.
Most venue owners who review their data understand their score within minutes. Many discover problems they weren't aware of. Sign up to claim your venue and see the full picture.
Sign UpStep 2: Address the Problems
Still not satisfied after reviewing the data? Good — that means you've seen the issues and want to fix them. We offer two paths.
Option A: Goler Certified Partner
We work with vetted hospitality consultants in each market. A certified partner will help you identify root causes and implement changes — whether that's kitchen workflow, hygiene protocols, staff training, or service standards.
After you complete a certified improvement program:
- Your venue receives an Improvement Program badge — a statement of fact, not an endorsement of outcome.
- Our scoring model reduces the weight of negative signals that predate the improvement.
- We notify users who previously viewed your venue and recommend they check it again.
Option B: Fix It Yourself
You're welcome to address the issues independently. Once you report that changes have been made and we confirm a reasonable basis for the claim:
- No badge is issued for self-directed improvements.
- Our scoring model reduces the weight of negative signals that predate the improvement.
- We notify users who previously viewed your venue and recommend they check it again.
Step 3: Report a Factual Error
If you've reviewed all the data in your Venue Dashboard and believe the score contains a genuine factual error — not a disagreement with visitor feedback, but an actual mistake in how data was processed — you may submit a formal dispute.
Submit through the Venue Dashboard or email legal@goler.co with:
- Venue name and address
- The specific claim or signal you believe is incorrect
- Evidence supporting your position
Disputes are reviewed within 30 calendar days. If upheld, we correct the data and recalculate. If declined, we provide an explanation. Our decisions are final.
We do not process disputes about the existence of negative reviews. If visitors reported food poisoning, pest sightings, or hygiene issues, those are visitor experiences — not errors in our system.
Full Auditability by Design
Goler is an AI-based decision engine pipeline developed from day one with full and transparent auditability in mind. In the event of a legal inquiry, we can produce the complete scoring path for any venue:
Review → Claims → Taxonomy → Model Used → Classifiers → Engine Version.