Review policy

A review is a real customer’s experience, told by that customer. This page says who can write one, what it contains, what is refused, how it is published and how the company can reply.

Last updated: November 8, 2026

Our principles

Reviews are separate from the administrative score: the score never takes reviews into account, and reviews never change the score.
We remove a review only if it breaks a rule on this page. Never because a company disputes it, replies to it or pays for a subscription.
The company is always notified and can read for free the reviews filed about it.
A review and the company’s reply are always published together.
When the company replies, a person on our team reads the exchange and decides. An AI assistant reads each review once before the company is notified and can only set it aside for a person; it publishes and removes nothing. An administrator can also, when needed, ask it for an opinion on an exchange or have it read a review that has no reply, and the person decides.

Who can write a review

Anyone with a free account whose email address is confirmed.
For work actually done (or ordered) by the company concerned, less than 5 years ago.
One review per account and per company. You can edit it until the company has been notified of it.
A company cannot write a review about its own licence.
Nothing in return: no review written in exchange for money, a discount or a benefit.

What a good review contains

A review consists of:

five ratings from 1 to 5 (1 is the lowest, 5 the highest): quality of the work, price, meeting deadlines, job site cleanliness, communication. The overall rating is the average of these five ratings;
a text of 60 to 2,000 characters, telling about the work: what was planned, what happened, what went well or less well;
the date of the work;
the first three characters of the postal code of the job site (for example G1R). It is the job site, not your home: we keep nothing more;
optional: an invoice as proof (see “Trust levels and weights”).

Stick to the facts: describe what happened rather than accuse. Do not include any person’s name or contact details (email, phone, address, full postal code, web address): the site refuses texts that contain contact details.

Trust levels and weights

Each review has a trust level, shown on the review:

Verified account: the author has an account whose email is confirmed. Weight: 1.
Invoice provided: the author attached an invoice (PDF or photo, 5 MB at most, three files per review) and a person on our team confirmed it. It stays private: only our moderation team can open it. Weight: 2.
Linked job: the work is also recorded in Tabular, the condo management tool, by the contractor and by the customer. This level is not offered yet. Weight: 3.

The public average of reviews is a weighted average: each review counts according to its weight above, multiplied by an age factor. Work done today counts for 1; it counts for half after 36 months, and never for less than 20%.

Distance is not a hidden weight: reviews are not weighted by where you live. Readers choose for themselves to see only the work done near them.

What is refused

A review, a reply or a rejoinder is refused or removed if it contains:

insults or demeaning remarks aimed at a person;
threats or harassment;
personal information: email, phone number, street address, full postal code, web address, social insurance number, a person’s full name;
off-topic text that does not talk about work done (or not done) by that company;
advertising, links, repeated text or an obvious fake review.

These are not grounds for refusal: harsh but factual criticism, anger about a real job, a low rating, the company’s name, a complaint about price, deadlines or quality.

If the company says you were never its customer

This claim has to be proven; it is not a fact. Our team then asks you for proof (for example an invoice) and you have seven days to provide it. Nothing is removed automatically at the end of this period: a person decides. If the proof is not provided and nothing indicates you were a customer, the review may be removed.

How a review goes through

You file the review. The site first checks the formal rules: length of the text, date of the work, no contact details.
The site’s simple rules apply first, without artificial intelligence. If the review contains certain abusive or threatening words, or if the company receives many reviews in a short time, or if the author writes from an address on the same domain as the company, the review waits for a person on our team to read it before the company is notified. If the author’s account confirmed its address less than 24 hours ago, the review waits until those 24 hours have passed. An artificial intelligence assistant then reads the review, once: if it flags it, the review waits for a person on our team to read it; otherwise, it moves on after a short delay.
The company is notified by email, at an address that belongs to it, and can read the review for free. Until it has been notified, you can edit your review; after that the text is frozen, but you can attach an invoice to it and cancel it until it is published. If we cannot reach the company, the review waits for a person on our team to decide: it is never published unless the company has been notified or a person has decided so.
For 48 hours, the company can reply once if it has the company subscription. You can send one rejoinder to its reply.
With no reply after 48 hours, the review is published as is. With a reply, a person on our team reads the exchange and decides: the review and the reply are published together.
After publication, you can mark “Problem solved” if the company has resolved the situation.

The 48 hours start when the company has actually been notified by email.

Moderation: a person decides

No AI publishes or removes anything. An AI assistant reads each review once before the company is notified, only to have a person read it if needed. When the company replies, a person reads the review, the reply and the rejoinder before publishing. The review and the reply are never published separately, unless the reply itself breaks a rule.

A review the company does not reply to is published automatically after 48 hours, without being read first, unless the site’s rules set it aside for a person to read. A person then rereads it if someone reports it.

When needed, an administrator can ask for an AI’s opinion on a specific exchange: the text of the review and that of the reply are then sent to our AI provider, as explained in the privacy policy. An administrator can also have it read a review that has no reply: only the text of the review, its ratings and the month of the work are then sent. The AI only advises, pointing to a specific rule broken in the text itself; a person decides. A convincing reply is never grounds for removal.

A review is removed only for one of these reasons: insults or threats, personal information, off-topic, or customer never shown; or at its author’s request, when a person on our team accepts it (error, problem solved, privacy). Each removal is decided by a person, with a reason and a written note. The author and the company are informed by email. When a review is removed, its reply is removed too and the attached invoices are destroyed.

If it is the reply that breaks a rule, it is not published, the review is published alone and the company is informed of the reason.

The company’s right of reply

Reading the reviews filed about itself is always free, with or without an account.
Replying is part of the company subscription: one reply per review, of 20 to 2,000 characters, within the 48 hours.
The reply is published with the review, after our team has read it. It never gets a review removed.
Plans with AI offer writing help (fixing a text, suggesting a reply). It starts only when the company clicks. The company rereads, edits and publishes it itself: the AI never replies in its place.
The author can send one rejoinder. The rejoinder is published with the reply.

A subscription gives no power over a review: the company can neither edit it nor get it removed by paying.

Companies with an unclaimed profile

All licensed companies have a profile, whether they asked for it or not. When the company has not claimed its profile, the profile says only: “This company has not yet claimed its profile”.

This says nothing about the company and has no effect on its score. It is still notified of each new review, at the public address on its profile, and can read them for free. Claiming a profile is free.

Your reviews: edit, complete, remove

Until the company has been notified, you can edit the ratings, the text, the date and the area. A new text goes back through the site’s rules. After that the text is frozen: you can still attach an invoice and cancel the review until it is published.
You can attach an invoice whenever you like, to increase the trust given to the review.
After publication, the review can no longer be edited, but you can mark “Problem solved”.
To remove your own review: until it is published, you cancel it yourself from “My reviews” (it is then deleted, with your attachments). Once published, you ask for its removal from “My reviews”; a person on our team decides and replies to you by email. They accept it for an error, a problem solved or a privacy reason, and explain their decision to you if the review is kept.
You can also ask to have your account destroyed: see the privacy policy.

Report a review or dispute a decision

Are you a company, the author of a review or a reader, and do you think a review or a reply breaks these rules? Write to us at contact@lebonpro.ca stating the company’s licence number, the review or the passage concerned, the rule you believe is broken, and why.

We read each report as quickly as we can. We may hide the content during the review if it clearly goes against the rules. We reply to the person who reported.

We do not settle disagreements over the facts: if the company and the customer do not tell the same story, the company’s reply is published with the review and everyone judges for themselves.

You can dispute a moderation decision (a review kept or removed, a reply not published) by the same email: a person rereads the decision.