Who can leave a review
Only a parent whose child actually attended a class can rate it. The booking has to be marked as attended — by the location at the class, or automatically when the class ends — and you have 30 days after the class to leave your rating. Each booking can be rated once.
Reviews are about the location your child attended, not the whole brand, so each branch has its own rating.
We never pay for reviews, reward them with credits or discounts, or ask only happy parents to leave one.
How the rating is calculated
- Each family counts once per location. If you rate several classes at the same location, your ratings are averaged into one vote, so no single family can move the score on its own.
- Where a location has a verified Google listing, its Google rating is blended in, weighted by the number of Google reviews.
- A star rating appears once a location has at least 3 ratings. Before that, it is shown as "New on KINPASS".
- Reviews are shown most recent first by default. You can choose to see the highest-rated first.
- Reviewers are shown by first name and last initial. Children's names are never shown.
What we remove
We take a review down only for reasons that apply the same way to every review, positive or negative:
- It shares personal information, such as a phone number, address or a child's name
- It harasses, threatens or abuses someone
- It is discriminatory
- It is clearly false, or not a genuine first-hand experience
- It is not about the class or the location
- It shares confidential information
- It was written in exchange for something, or to extort the location
- It was written by someone with a conflict of interest, or promotes another business
What we never remove
- A low star rating, or a rating the location disagrees with
- A negative but honest opinion about the class or the location
- Complaints about things outside the location's control, such as traffic or weather
How a review gets checked
Any signed-in parent can report a review from the app. A single report does not hide it; our team looks at every report within 24 hours. If three different parents report the same review, it is hidden until our team has checked it. Locations can flag a review for us to check, and we answer within 5 business days — a flag never hides a review on its own. We also run automatic checks on written reviews to help our team spot reviews that may break these rules.
How locations can respond
Locations can reply publicly to any review, and can edit their reply within 24 hours. They can also flag a review they believe breaks the rules above, with a short explanation.
If your review is taken down
We let you know in the app and by email, with the reason. If you think we got it wrong, open Booking History in the KINPASS app, tap your rating and choose Ask for another look. You can ask once for each review, and our team will check it again.
You can edit your review for 48 hours after posting it, and delete it at any time.
Private notes
When you rate a class you can also leave an optional private note for the location. It is never public and never affects the rating.
Contact
Questions about a review? Contact us at askme@kinpass.com.