add review and booking policies

packages/database/prisma/schema.prisma

@@ -172,8 +172,13 @@ enum EmployeeRole {
 
 enum VehicleStatus {
   AVAILABLE
+  RESERVED
+  READY
   RENTED
+  RETURNED
+  NEEDS_CLEANING
   MAINTENANCE
+  DAMAGE_REVIEW
   OUT_OF_SERVICE
 }
 
@@ -223,6 +228,11 @@ enum BookingSource {
   API
 }
 
+enum ReservationPhotoType {
+  PICKUP
+  DROPOFF
+}
+
 enum CancelledBy {
   COMPANY
   RENTER
@@ -398,6 +408,36 @@ enum NotificationType {
   REVIEW_REQUEST
 }
 
+enum FeedbackCategory {
+  BOOKING
+  PICKUP
+  VEHICLE_CLEANLINESS
+  VEHICLE_CONDITION
+  STAFF_SERVICE
+  PRICING
+  DEPOSIT
+  INSURANCE
+  DAMAGE_CLAIM
+  RETURN_PROCESS
+  COMMUNICATION
+  ROADSIDE_ASSISTANCE
+  BILLING
+  OTHER
+}
+
+enum ComplaintSeverity {
+  LEVEL_1
+  LEVEL_2
+  LEVEL_3
+}
+
+enum ComplaintStatus {
+  OPEN
+  INVESTIGATING
+  RESOLVED
+  CLOSED
+}
+
 enum NotificationChannel {
   EMAIL
   SMS
@@ -450,6 +490,7 @@ model Company {
   insurancePolicies    InsurancePolicy[]
   pricingRules         PricingRule[]
   notifications        Notification[]        @relation("CompanyNotifications")
+  complaints           Complaint[]
 
   createdAt    DateTime       @default(now())
   updatedAt    DateTime       @updatedAt
@@ -1083,7 +1124,9 @@ model Customer {
   licenseApprovedAt       DateTime?
   licenseApprovalNote     String?
 
-  reservations Reservation[]
+  reservations  Reservation[]
+  complaints    Complaint[]
+  reviewOptOut  Boolean      @default(false)
 
   createdAt DateTime @default(now())
   updatedAt DateTime @updatedAt
@@ -1134,6 +1177,11 @@ model Reservation {
   checkInFuelLevel  String?
   checkOutFuelLevel String?
 
+  reviewRequestSentAt       DateTime?
+  reviewReminderSentAt      DateTime?
+  reviewFinalReminderSentAt DateTime?
+  reviewPaused              Boolean   @default(false)
+
   insurances            ReservationInsurance[]
   insuranceTotal        Int                    @default(0)
   additionalDrivers     AdditionalDriver[]
@@ -1143,7 +1191,9 @@ model Reservation {
   damageReports         DamageReport[]
   rentalPayments        RentalPayment[]
   inspections           DamageInspection[]
+  photos                ReservationPhoto[]
   review                Review?
+  complaints            Complaint[]
   damageChargeAmount    Int?
   damageChargeNote      String?
   extras                Json?
@@ -1183,19 +1233,21 @@ model RentalPayment {
 }
 
 model Review {
-  id               String      @id @default(cuid())
-  reservationId    String      @unique
-  reservation      Reservation @relation(fields: [reservationId], references: [id])
+  id               String           @id @default(cuid())
+  reservationId    String           @unique
+  reservation      Reservation      @relation(fields: [reservationId], references: [id])
   renterId         String?
-  renter           Renter?     @relation(fields: [renterId], references: [id])
+  renter           Renter?          @relation(fields: [renterId], references: [id])
   companyId        String
   overallRating    Int
   vehicleRating    Int?
   serviceRating    Int?
   comment          String?
-  isPublished      Boolean     @default(true)
+  isPublished      Boolean          @default(true)
   companyReply     String?
   companyRepliedAt DateTime?
+  category         FeedbackCategory?
+  complaints       Complaint[]
 
   createdAt DateTime @default(now())
 
@@ -1203,6 +1255,36 @@ model Review {
   @@map("reviews")
 }
 
+model Complaint {
+  id            String            @id @default(cuid())
+  companyId     String
+  company       Company           @relation(fields: [companyId], references: [id], onDelete: Cascade)
+  reservationId String?
+  reservation   Reservation?      @relation(fields: [reservationId], references: [id])
+  reviewId      String?
+  review        Review?           @relation(fields: [reviewId], references: [id])
+  customerId    String?
+  customer      Customer?         @relation(fields: [customerId], references: [id])
+
+  severity      ComplaintSeverity @default(LEVEL_1)
+  status        ComplaintStatus   @default(OPEN)
+  category      FeedbackCategory
+  subject       String
+  description   String?
+  resolution    String?
+  notes         String?
+  assignedTo    String?
+  resolvedAt    DateTime?
+  resolvedBy    String?
+
+  createdAt     DateTime          @default(now())
+  updatedAt     DateTime          @updatedAt
+
+  @@index([companyId])
+  @@index([reservationId])
+  @@map("complaints")
+}
+
 // ═══════════════════════════════════════════════════════════════
 // NOTIFICATIONS
 // ═══════════════════════════════════════════════════════════════
@@ -1645,3 +1727,15 @@ model PricingPromotion {
   @@index([isActive])
   @@map("pricing_promotions")
 }
+
+model ReservationPhoto {
+  id            String               @id @default(cuid())
+  reservationId String
+  reservation   Reservation          @relation(fields: [reservationId], references: [id], onDelete: Cascade)
+  type          ReservationPhotoType
+  url           String
+  createdAt     DateTime             @default(now())
+
+  @@index([reservationId])
+  @@map("reservation_photos")
+}