Community Guidelines

Cenaiva is a place to discover great dining. These Community Guidelines apply to everything you share on Cenaiva — reviews and ratings, driver ratings, and Snap photos and videos — and they work together with our Terms of Service and Privacy Policy. We want the content here to be genuine, respectful, and safe for everyone, and we have zero tolerance for objectionable content or abusive behaviour.

By posting content, you agree to follow these Guidelines. They apply to diners and to Restaurants that share content, and they supplement the content rules in our Terms.

1. Purpose and scope

These Guidelines set the standard for content shared on Cenaiva and the behaviour we expect from everyone in the community. They apply to reviews and ratings, driver ratings, Snap photos and videos, and any messages or other content you submit, and they apply to diners and to Restaurants that share content. They supplement the content rules in our Terms of Service.

2. Be authentic

• Only post content you created or have the rights to share, and make sure anyone shown in it has agreed to appear.
• Be yourself. Do not misrepresent who you are or your connection to a Restaurant.
• Keep content relevant to the dining experience — the food, the service, the venue, and the delivery.

3. Genuine reviews only

• Reviews must reflect a genuine, first-hand experience.
• Do not review a business you own, work for, or compete with.
• Be accurate. If your view changes, edit or delete your review rather than posting misleading information.

4. No review manipulation or incentivised reviews

• Do not post fake, incentivized, or paid reviews.
• Do not offer, solicit, or accept rewards, discounts, or other incentives in exchange for reviews or ratings.
• Do not manipulate ratings — for example, by posting duplicate reviews, coordinating reviews, or using multiple accounts.

5. Respect others

• Critique the experience, not the person. You can be honest and critical without being abusive.
• Treat Restaurant staff, Drivers, and other users with respect.
• Do not use demeaning language, bully, or defame an individual, including Restaurant staff or Drivers.

6. Hate and harassment

Do not post content that is hateful or harassing, or that attacks people based on race, ethnicity, national origin, colour, religion, sex, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic. Slurs and targeted harassment are not allowed.

7. Violence and threats

Do not post content that is violent or gory, threatens or incites violence, or glorifies serious harm to people or animals.

8. Sexual content and nudity

Do not post content that is sexually explicit or pornographic, or that depicts nudity. Keep content appropriate for a general dining audience.

9. Minors

Content that sexualizes, endangers, or exploits minors in any way is strictly prohibited and has zero tolerance. We remove such content and report it to the appropriate authorities as required by law.

10. Illegal content and activity

Do not post content that is unlawful, or that promotes or facilitates illegal activity — for example, the sale of illegal goods, or the unlawful sale of alcohol, tobacco, cannabis, or other regulated products.

11. Dangerous and self-harm content

Do not post content that promotes, encourages, or depicts self-harm, suicide, or eating disorders, or that promotes dangerous activities. If you or someone you know is in crisis, please seek help from a local emergency or crisis service.

12. Privacy and doxxing

Do not reveal someone else’s private or personal information (“doxxing”), and do not post images of an identifiable person without their consent. Respect the privacy of Restaurant staff, Drivers, and other diners.

13. Impersonation and fraud

Do not impersonate another person or business, and do not post content that is deceptive, misleading, or fraudulent, including scams and phishing.

14. Spam and advertising

Do not post spam, repetitive content, or unsolicited advertising or promotion. Reviews and Snap are for genuine dining experiences, not for marketing unrelated products or services.

15. Intellectual-property infringement

Only share content you own or have permission to use. Do not post content that infringes anyone’s intellectual-property, privacy, or other rights. Where the law requires, we act on valid takedown requests and, for repeat infringers, may terminate accounts.

16. Malware and security

Do not post content that contains malware or malicious links, and do not attempt to compromise, overload, or gain unauthorized access to the Services or their users.

17. How the rules apply to reviews

Reviews and ratings are visible to other users and to Restaurants, and are tied to a genuine experience. We may verify that a review comes from a real visit or order, and we may remove reviews that break these Guidelines or restrict their visibility.

18. How the rules apply to Snap

Snap photos and videos may be published by Cenaiva to Cenaiva’s own social media accounts. Every Snap submission is reviewed by a moderator before it is published to any Cenaiva channel. Only submit Snap content you are comfortable seeing published, that is yours, and that meets these Guidelines. Content that has already been published to a social platform may remain there subject to that platform’s rules.

19. Reporting content

If you see content that breaks these Guidelines, please report it so we can act:

• Reviews: use the Report link on the review.
• Snap content or anything else: email support@cenaiva.com with a link or description.

We review reports and act on objectionable content promptly — and no later than 24 hours for content flagged as objectionable. We may remove content, restrict its visibility, or take action on the account responsible.

20. Appeals

If we remove your content or restrict your account and you believe we made a mistake, you can ask us to reconsider by emailing support@cenaiva.com. Tell us what happened and why you think the decision was wrong, and we will review it.

21. Consequences and enforcement

Depending on the severity and history, we may:

• remove or hide content, or decline to publish it;
• issue a warning;
• limit features or restrict your account;
• for serious or repeated violations, suspend or terminate the account responsible.

We may also report unlawful content to the appropriate authorities, and where the law requires, we act on valid takedown requests.

22. Repeat infringers

We take a firm stance on repeat infringers: accounts that repeatedly post infringing or objectionable content may be terminated. We may consider the history of an account when deciding how to respond to a violation.

23. Blocking and account controls

You can edit or delete your own reviews and content at any time, and you can delete your account (Account → Delete account). If someone is harassing you through content on Cenaiva, report it to support@cenaiva.com and we will take appropriate action.

24. Changes

We may update these Guidelines from time to time; we will post the updated version here and change the “Last updated” date.

25. Contact

Questions about these Guidelines can be sent to support@cenaiva.com.