Terms and Conditions

1. Independence of Service Hero
   1. All comments, reviews, rankings and awards on our platform are 100% consumer-driven. Our methodologies for data collection, moderation, validation and reporting are reviewed by our Independent Advisory Council and are in accordance with ESOMAR principles.
   2. No advertising or promotional activities by any parties regardless of scale or volume has any impact on the data collected and reported or the ensuing brand rankings or awards.
   3. Service Hero remains absolutely impartial, neutral and independent to deliver on our values: Credibility, Integrity and Relevance.
2. Ad design & content guidelines
   1. Advertisers are responsible for adhering to the specifications provided on our Promote page for images, text and calls-to-action.
   2. Images
   1. Should reflect the brand and select products or services.
   2. Should not be cluttered or confusing.
   3. Should not contain any text (separate text fields are provided as described below).
   4. Should be 2,400px x 1,256px (1.91:1 ratio) PNG files.
   3. Text
   1. Is limited to the provided Headline and Description fields. Headlines are limited to 70 characters. Descriptions are limited to 110 characters. You can supply both English and Arabic text. These will appear per user language choice.
   2. Should not use words that introduce bias, such as “Rate us the best” or “Make us winners”.
   3. Ads that encourage users to rate a brand because it is a winner of a Service Hero award will be rejected as they introduce bias.
   4. Call-to-action
   1. Internal links will automatically direct to your Brand Info page.
   2. Should you decide to use them, external links should direct to a page relevant to your ad’s content and respect user’s language choice.
   5. Advertisers must only convey messaging about their own brand, products, and services and must not mention or reference competitors.
   6. Advertisers must adhere to local laws and regulations regarding advertising.
3. Moderation
   1. Service Hero reserves the right to review and approve ads before they are made live to ensure that they conform with all specifications and guidelines.
   2. In the event that an ad requires modifications, the Service Hero team will contact you with clear notes on what needs to be changed.
   3. The Service Hero team will endeavor to complete the review of submitted ads within 24-48 working hours.
   4. Service Hero reserves the right to reject creative or request revision if the content or design of the ad is deemed unsuitable for the site or negatively impact user experience.
4. Validity period of ads
   1. Awards badges are valid for 365 days and limited to the past three years as of time of purchasing ad.
   2. All other ads are valid for a period of 30, 90, 180, or 360 days, depending on your booking.
   3. Validity period begins after all the following are met:
   1. Payment is received.
   2. Artwork and text is received (when relevant) and approved by Service Hero.
   4. Once the ad is approved, your booking cannot be paused or canceled. However, the ad can be updated, so long as it remains compliant with our ad design and content guidelines
5. Visibility
   1. While care has been taken to provide highly visible promotions on Service Hero without disrupting the user experience, there may be some cases where your ads do not appear on each user visit. This applies to Category Leaderboard - Top of page and Run of page ads.
   2. Visibility guidelines
   1. Awards badges: Your most recent country or category award badge(s) appear 100% of the time on Category Leaderboards and your Brand Info page. These badges also appear on all your ads. Note that badges only reflect the most recent awards your brand has won from the last three calendar years from the time of purchasing the ad.
   2. Category Leaderboard - Top of page: In order to ensure the maximum impact for your ads, each Category Leaderboard page is limited to a maximum of 5 ads, thereby ensuring a visibility ratio of at least 20%.
   3. Category Leaderboard - Run of page:In order to ensure the maximum impact for your ads, each Category Leaderboard page is limited to a maximum of 5 ads per possible ad slot, where ad slots appear after every 10 brands, thereby ensuring a visibility ratio of at least 20%. The order of ads is randomized and the same ad will not appear more than once.
   4. Category Leaderboard - Enhanced brand listing: Your ad will appear 100% of the time.
   5. Brand Page - Top of page: Your ad will appear 100% of the time.
6. Payments & Fees
   1. All ad placements must be payed before being added to our platform.
   2. Payments are non-refundable.
   3. Ad rates are subject to change periodically. However, once an ad has been booked for a particular period, it will continue to be valid until that period expires. Renewing the ad must be done at the latest rates.
   4. Some ads have options that impact pricing. Some of these factors include, but are not limited to:
   1. Whether your call-to-action takes users to your Brand Info page on Service Hero vs. external links.
   2. Whether you are advertising in your own Category Leaderboard or in a different Category Leaderboard.
   3. Whether you are an advertiser that is not a brand represented on Service Hero’s platform.
   5. Ads are offered on a per country basis.
   6. Ads include the option for English and Arabic languages included in the same price.
7. Reporting
   1. Reports will be provided on the number of ads views and clicks.
   2. Additional enhancements to the reports may be provided over time.
8. General terms
   All ad options, fees and related guidelines are subject to change over time.