1. Who can leave a review
Only a patient with a completed appointment can review it, once, within the window that opens shortly after the visit. This is why reviews on Shefa are labelled as coming from a verified appointment: there is no way to post one without having attended.
2. What makes a useful review
Write about your own experience: how easy booking was, whether the appointment ran to time, the facility, the communication, and whether you would return. Ratings and short feedback tags help other patients quickly; a few honest sentences help them more.
3. What is not allowed
- Another person's personal or health information, or your own clinical details you would not want published — reviews are public.
- Contact details, national identifiers, or anything that identifies a patient.
- Abuse, threats, discrimination, or attacks on a person rather than the service.
- Allegations of clinical negligence or harm. Those must go to us as a complaint and to the competent health authority, where they can actually be investigated — a public review cannot do that.
- Content that is unlawful, fraudulent, misleading, or that infringes someone else's rights.
- Advertising, spam, or referrals to another provider.
- Reviews written in exchange for payment, a discount or any other benefit, reviews of your own or a competitor's business, and any coordinated attempt to move a rating.
Criticism is not a violation. A negative review that describes a real experience stays up.
4. Moderation
Reviews are checked before or shortly after publication. We may decline to publish or remove content that breaks the rules above, and we record the reason. Neither providers nor ordinary staff can edit or delete a rating, and a removal is auditable. If your review is removed we tell you why and, where it can be fixed, invite you to edit it.
5. Provider responses
A provider may publish one response per review, moderated by the same rules — and, importantly, may not disclose any clinical detail about you in it. A provider may also flag a review it believes breaks the rules, which sends it back to moderation but does not remove it automatically.
6. How ratings are calculated
A published rating is the average of eligible reviews for that provider, shown with the number of reviews behind it. A rating appears only once there are enough reviews for the average to mean something. Reviews removed under this policy, or attached to appointments that were cancelled or never completed, are excluded and the average is recalculated. We keep the underlying data so that any recalculation can be explained.
7. Reporting a review
To report a review that breaks these rules, use the report link on the review or write to us: support@shefa.sa
8. Your content
You keep ownership of what you write. By posting it you give us a non-exclusive, royalty-free licence to publish, display, translate and distribute it on the platform and in material about the platform, showing only the minimum identity a review needs. You can ask us to remove a review you wrote.