Review moderation, appeal and removal procedure
1. Purpose and scope
This Procedure explains how TakeMe Exploring collects, publishes, moderates, challenges, and removes reviews, ratings, photographs, and other content submitted by Travelers concerning Tours, Activities, and Operators offered through the Platform.
Its purpose is to protect the authenticity and usefulness of reviews while respecting the rights of Travelers and Operators. TakeMe Exploring does not remove or suppress a review solely because it is negative or because an Operator disagrees with the Traveler’s opinion.
2. Who may submit a review
TakeMe Exploring may limit the submission of reviews to Travelers associated with a Reservation made through the Platform. A review may be identified as a “verified review” when TakeMe Exploring can reasonably confirm that it relates to a completed or valid Reservation.
Each Traveler should normally submit only one review per Reservation or experience. Reviews may not be submitted by:
- an Operator reviewing its own Tour or Activity;
- employees, owners, agents, relatives, or representatives of an Operator without clearly disclosing their relationship;
- competitors seeking to affect an Operator’s rating or reputation; or
- any person who has received an undisclosed payment, benefit, discount, or incentive in exchange for the review.
3. General publication standards
Reviews must reflect the Traveler’s genuine experience and should be relevant to the Tour, Activity, Operator, booking process, or customer service received.
A review may be rejected, hidden, edited with the author’s authorization, or removed if it contains:
- false, fraudulent, misleading, or fabricated information;
- content unrelated to the reviewed Tour, Activity, or Reservation;
- threats, harassment, hate speech, discrimination, or abusive language;
- defamatory allegations presented as fact without a reasonable basis;
- personal, confidential, financial, or sensitive information;
- names, telephone numbers, email addresses, payment information, or other personal data belonging to third parties;
- advertising, spam, promotional links, or attempts to redirect Travelers outside the Platform;
- content that infringes intellectual-property, privacy, image, or other third-party rights;
- photographs or media depicting persons who have not consented to publication, where consent is required;
- instructions or encouragement relating to illegal, dangerous, or fraudulent conduct;
- malware, manipulated content, impersonation, or other deceptive material; or
- any content prohibited by applicable law.
4. Moderation process
Minor spelling, grammatical, formatting, or language issues will not normally justify removal if the review remains understandable and complies with this Procedure.
TakeMe Exploring may use manual reviews, automated tools, or a combination of both to identify content that may violate this Procedure. Automated detection will not necessarily result in permanent removal without an appropriate review of the circumstances.
Content may be temporarily withheld or hidden while it is being examined. TakeMe Exploring may request information from the Traveler, the Operator, or both, including the Reservation number, communications, photographs, receipts, or other relevant evidence.
After reviewing the available information, TakeMe Exploring may:
- publish the content without changes;
- request that the author clarify or modify specific elements;
- publish only the compliant portion, where technically and legally appropriate;
- temporarily hide the content while additional information is obtained;
- reject or remove the content;
- restore previously removed content; or
- take action against an account where repeated or serious violations occur.
5. Operator responses
TakeMe Exploring will seek to apply its moderation standards consistently, proportionately, and without favoring either the Traveler or the Operator.
Where the Platform provides this functionality, an Operator may respond publicly to a review. Responses must be professional, relevant, and respectful, and must comply with the same content standards applicable to reviews.
An Operator must not disclose the Traveler’s personal information, threaten or pressure the Traveler, offer compensation in exchange for removing or changing a review, or retaliate against a Traveler for submitting an honest review.
6. Reporting or challenging a review
A Traveler, Operator, or affected third party may report a review or request its reconsideration through TakeMe Exploring’s designated customer-support channel.
The request should include:
- the review or content being challenged;
- the name of the Tour, Activity, or Operator concerned;
- the applicable Reservation number, if available;
- the specific reason the content allegedly violates this Procedure; and
- any supporting documents or evidence.
7. Appeals
Disagreement with a rating, criticism, or personal opinion is not, by itself, sufficient grounds for removal.
A Traveler or Operator affected by a moderation decision may request one reconsideration through the designated customer-support channel. The appeal should be submitted within 15 calendar days after notification of the decision and should explain why the decision should be changed, together with any new or relevant evidence.
Whenever reasonably possible, the appeal will be reviewed by a person who did not make the original decision. TakeMe Exploring will communicate the result within a reasonable period, considering the complexity of the matter and the information available.
The result of the reconsideration will normally be final under this internal Procedure, without limiting any rights or remedies available under applicable law.
8. Removal and account measures
TakeMe Exploring may remove content immediately where reasonably necessary to protect Users, comply with the law, preserve the integrity of the Platform, prevent fraud, or avoid serious harm.
Repeated or serious violations may result in restrictions on reviewing, temporary account suspension, permanent account closure, or other proportionate measures.
If a review is removed, the associated rating may also be excluded from the Operator’s overall score. TakeMe Exploring may preserve relevant records where required for fraud prevention, dispute resolution, legal compliance, or the defense of legal claims.
9. Transparency and impartiality
TakeMe Exploring will not require an Operator to purchase advertising or obtain any other commercial service to receive favorable review treatment. Sponsored placement, advertising, or commercial relationships will not prevent the publication of a compliant negative review.
TakeMe Exploring may modify this Procedure to reflect legal, operational, or technological changes. The current version will be made available through the Platform.