RankRackGrounds
Content may be removed for a specific breach of the Terms of Use, the Guidelines for Reviewers or the Moderation and Prohibited-Content Policy, for illegality, rights infringement, lack of a genuine relevant experience, manipulation, privacy or security risk, or a binding legal or regulatory requirement. A low rating, robust opinion, provider disagreement, a refund, a resolved dispute, or a provider's inability to find a customer record is not by itself sufficient.
Standard process
Report: use the Report control on the review (signed in), or the provider portal's appeal, saying which rule is breached and why. Evidence that cannot go in the form goes to [email protected]. Notices must be made in good faith.
Initial screen: vague, duplicate or abusive reports are rejected. The review stays published while a report is assessed; the only urgent action available is removal, which the reviewer is told about and can appeal.
Notice: a provider appeal is visible immediately - the review carries a public under-appeal tag and the outcome is published either way. A reader report is not disclosed unless it leads to removal, in which case the reviewer is told the reason.
Decision: a person assesses the whole record. RankRack does not edit or partially redact a reviewer's words; the outcome is that the review stands or it is removed, and a removed review may be rewritten without the content that broke the rules.
Reasons: a removed review's writer is told the recorded reason and can appeal from their portal at any time.
Appeals
A provider appeals a published review from its portal: one appeal per review, the review stays published and publicly tagged while it is decided, and the outcome and rationale are published on the page.
A reviewer appeals their own removed review from their portal: private, one appeal per review, and an upheld appeal puts the review back.
A good appeal identifies a material factual error, overlooked evidence, procedural unfairness or inconsistent application of the rules. Appeals are decided as promptly as a person can properly read the record, oldest first within each queue tier. A staff account recused from a provider cannot decide its appeals, and no account of any kind can change a rating. The outcome is final internally unless materially new evidence arises, which goes to [email protected]; privacy, regulator and court rights remain.
Abusive legal threats and preservation
RankRack does not remove lawful content because a party threatens proceedings. A credible legal notice goes to [email protected] and needs to identify the claimant, the statement, the legal basis, the falsity or harm alleged, the jurisdiction and the remedy sought. RankRack may seek advice, request substantiation, remove, or preserve content and logs. A preservation hold extends retention for the records it concerns for as long as the matter needs, as the Privacy Policy's retention section describes.