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The rulebook
Bamboo · quality

How your replies are scored

1

Every ticket you
answered is scored

3 hours after your last reply, and again if you reply again
2

Each ticket gets
0 to 5 points

four checks, below
3

Your month's average
must reach the line

4.5 or more
1 · The four checks

Five points, four checks

1 point

Tone

Warm and human, never curt or robotic. It should not read like it was written by AI.

"I'm sorry this dinner wasn't what you hoped for."
2 points

Accuracy

Everything you write is correct: the facts, the policy, the right brand. Something left out costs Resolution, not Accuracy.

If Accuracy is 0, the whole ticket is 0.
1 point

Resolution

You did everything you could in this reply to move their request forward. Something left undone costs this 1 point, never more.

Cancel or refund first, then ask why they're leaving.
1 point

No over-promising

Nothing we can't control is guaranteed: matches, ages, who sits at the table.

"We can't guarantee it, but here's what we can do."
2 · What wipes a ticket

Two rules that make it a zero

Rule 1

Accuracy is 0

  • Every other check is then 0 too, so the ticket scores 0.
Rule 2

A total failure

  • Asking questions you don't need, to create more tickets
  • Sending the wrong template
  • Calling the member by the wrong name
  • Ignoring the member's request completely: small talk only

A reply that deals with the request is never a zero, even if part of it is left undone. A correct explanation of the process, when that is all they needed, scores 5.

3 · What costs points

What to do instead

The most common one
A refund confirmed without the amount1 point off
When you confirm it's done, write the amount: "We've refunded $49.99 to your card." "Your full refund" is not enough.
The wrong brand name or sign-offAccuracy 0
Check the brand before you send. A Mingleo ticket never ends "The NiceToMeet Team".
Repeating a step that already failedAccuracy 0
If they already cleared their cache, don't ask again: escalate or try something new.
A policy or fact that's wrongAccuracy 0
Check the facts below. A wrong cut-off time or city counts.
Saying it's done when it isn'tAccuracy 0
Only write "cancelled", "deleted" or "refunded" after you've done it.
A match outcome promisedPromise 0
Age range, avoiding someone, the type of restaurant: always best effort, never guaranteed.
Their main request left unansweredResolution 0
Your next reply must deal with it. Asking for details you need to find their account is fine. Asking why before you cancel costs this point.
Not held against you: the same message sent twice by a glitch; a reply after the event, where explaining what happened is enough; anything only admin shows, like who turned up, which Lucija checks instead; and what a colleague wrote on the same ticket. How fast you replied is measured separately, never in quality.
4 · Get the facts right

The answers that are always true

Refunds

A refund on request is the default: always if the membership is under 24 hours old and unused, or for a serious complaint, and your judgement otherwise. The refund policy is 14 days; outside it, a refund is your call. Large or unclear refunds go to John Cedrick first.

Cancel first

Do the cancellation or refund first, or in the same message, then ask why. Never make them wait on it.

Confirming a dinner

Confirmation asked 96 and 72 hours before. Unconfirmed at 48 hours, removed, with 12 hours' grace. Venue details 24 hours before.

Booking

Members book and switch dinners themselves until 48 hours before. After that, an agent books it.

Late add-ons

No fixed cut-off. If the admin panel still allows it, add them by hand. Pointing them to the app as well is good advice, but not instead of adding them.

Groups

4 to 8 people. We try never to let a group drop below 5.

Mixed groups

Groups are always mixed. A member can change their gender preference, but a women-only or men-only table can't be promised. Saying so is right. (Mingleo is all men.)

Wrong venue sent

If we sent the wrong venue details, find out why and tell them, not only sorry.

Matching

Age, gender balance, interests, diet and preferences are always best effort, never guaranteed.

Logging in

A code by email, no password.

What members change themselves

Location, email, phone, date of birth, relationship status, dietary needs. The diet list is fixed, with no pescatarian option yet: log it as feedback. Age range, gender preference and politics are changed by us, and only mentioned if asked.

Dating Upgrade

Members with the Dating Upgrade are matched with other Dating Upgrade members, all singles. Say so when it's relevant.

After a dinner

Feedback: handshake, thumbs up, thumbs down or report. A mutual handshake shares contact details automatically. Outside the form, share only once both sides have agreed. A member who wants to reach someone from their dinner: we can pass a message on by email.

Subscriptions

Members pause, change plan or stop renewal in Settings, Manage Subscription. They can't delete their own account.

Cancelling

Access stays until the end of the period already paid. No part-refund is owed just for cancelling. Cancelling with a refund ends access straight away.

Getting there

No transport is provided. Access needs should be flagged early and are arranged at the venue.

NiceToMeet

  • 45 and over only
  • Gender balance is part of matching

Mingleo

  • 18 and over
  • An all-male community, so gender is not part of matching

ComeBelong

  • 18 and over
  • Everyone is a fellow Christian, self-declared, no church or denomination, no religious programme
  • Zero tolerance for harassment or dishonesty

Which cities, venues and event days are live changes often. Always check Events in the admin panel; the Events tab in Bamboo shows the week at a glance.

5 · From 300 real tickets

What scores well, and what doesn't

Scores well
  • Saying the limits plainly: "we can't guarantee that, but here's what we can do"
  • Something concrete instead of a vague sorry: free days, an amount, a fix
  • Exact figures: the refund amount and when it arrives
  • Reading the thread first and building on what was already said
  • Catching your own mistake and correcting it straight away
Costs points
  • The wrong brand name or sign-off, the most common mistake
  • "Your refund is processed" with no amount
  • Sending the same troubleshooting steps again
  • Asking for details the member already gave, or answering something they took back
  • Leaving a dispute unanswered for over a day while the member writes again
  • Getting a simple fact wrong, like which cities we're in
6 · When to hand it on

Who handles what

Youevery ticket→ John Cedrickif you're unsure→ Lucijalegal or safety only
Tier 1Parking, noise, gender or age mix, low turnout, didn't enjoy itYou, with the standard reply. Log it if the same venue or member comes up again.
Tier 1BThe restaurant's food, service or cleanliness; "don't pair me with this person"You reply, then add a note on the restaurant or member in admin.
Tier 2An unclear or large refund, a repeat complaint, anything the rules don't coverYou and John Cedrick.
Tier 3Legal threats, harassment, safetyLucija only.

Nothing skips a level.