RankRackProfile control and accuracy
Providers must use authorised representatives, keep the information on their page accurate, and tell us at [email protected] when details RankRack manages on their behalf - the company name, website and categories - need changing. Claiming a profile or paying RankRack is not an endorsement and must not be presented as one.
A provider that shows RankRack figures on its own site through our data feeds must show them accurately: the star rating always appears with its review count, the figures must not be altered or selectively presented, and the display must not be passed off as RankRack's own.
Inviting reviews
Invite customers in a neutral, consistent and non-selective way; do not target only satisfied users or suppress invitations after complaints.
Do not write, commission, buy, sell, broker or facilitate fake reviews.
Do not offer money, credit, refunds, discounts, upgrades, free service time, prize entries, priority support or any other benefit for a review, whatever the rating. The Guidelines for Reviewers ban incentivised reviews outright.
Do not ask staff, owners, contractors, relatives or affiliates to pose as independent customers.
Do not threaten legal action, account closure, loss of support or other detriment to obtain removal or a higher rating.
Do not misuse reporting tools or submit bulk challenges without review-specific reasons.
Replies and disputes
Replies must be professional, relevant and privacy-safe. Providers may correct facts and explain resolution but must not expose customer records or accuse a reviewer without basis. A challenge must say what is factually wrong with the review and set out the supporting facts in the appeal reason; each review can be appealed once. Disagreement, criticism, a low rating or the absence of a provider's internal record alone is not sufficient for removal.
Paid membership separation
Commercial status must not influence review scores, verification outcomes or what moderation decides. A paid plan can move a case nearer the front of the moderation queue; it never changes the decision. Sales conversations must not promise review removal or preferred enforcement. RankRack separates commercial targets from trust decisions and publishes its funding and conflicts on the transparency page; there is no sponsored or featured placement in rankings. Membership benefits must be described accurately.
Enforcement
RankRack may remove content that breaks the rules, place a public warning on a page whose record justifies it, disable individual accounts involved in serious or repeated misuse, preserve evidence, and report suspected unlawful activity. A provider page itself is never suspended: the strongest page-level action is the public warning, reviewing and replying stay open under it, and a page closes only at the provider's own request. Paid status does not prevent enforcement, and refunds, if any, follow the subscription terms agreed at checkout and mandatory law, not the provider's desired moderation result.