Disputes and Complaints

Effective October 26, 2026

This page explains what to do if you disagree with a review or a moderation decision, or if a review violates your rights. It is part of the "Terms of Service" and is binding together with them and the "Review Guidelines".

The key point: a dispute decides what happens to the review, not to the deal. Rated is not a party to deals and does not refund money.

1. Where to go

Support: in the bot at @ratedapp → Profile → Support, or by email at support@rated.tg. The legal@rated.tg address is only for people who do not use Rated, rights holders and government authorities.

Decisions, notifications and replies for every procedure arrive in the @ratedapp bot. If you have blocked the bot, the messages will not reach you, but the deadlines still run.

2. When an owner can open a dispute

Only a verified project owner can open a dispute. To verify a channel, add @ratedapp as an admin: the rights are needed only for the check, and you can remove them afterwards. How to verify a bot or service is shown in the owner dashboard.

Grounds for a dispute include, for example:

• the author never dealt with the project;
• the facts in the review are wrong, and you can show it;
• the review is about a different project;
• the review contains personal data, threats or insults;
• the proof attached to the review is forged;
• the review looks like manipulation, for example it was ordered by competitors.

Not grounds for a dispute:

• the review is simply negative;
• the rating is low;
• the opinion is harsh but honest.

It is better to reply to a review like that. The owner's reply appears under the review, so readers see both sides.

The owner picks the reason for the dispute from a list in the dashboard.

3. How a dispute works

1. The owner opens a dispute in the dashboard: picks a reason and attaches evidence, such as screenshots of a conversation, a link to a post or transfer details.
2. The review stays on the page with the label "Dispute under review". It is not hidden and still counts toward the rating.
3. The author gets a notification in the bot and has 3 days to respond. They can explain their side, attach proof, edit the review or delete it.
4. Only moderators see the dispute materials. The owner does not see the author's response or screenshots, and the author does not see the owner's evidence.
5. If the author does not respond within 3 days, moderators decide based on what they have. If the author has blocked the bot, the notification will not reach them, but the deadline still runs.
6. A decision is made within 7 days of the dispute being opened: the review stays, is edited or is removed. Both sides receive the decision and the reason in the bot, and the "Dispute under review" label is removed.

If the author deletes the review themselves, the dispute is closed.

4. How moderators decide

A person decides every dispute. The language model plays no part in deciding disputes.

Moderators look at:

• whether the review follows the "Review Guidelines";
• whether the facts in the review hold up;
• the evidence from both sides;
• Telegram data on the ad post: its date, views and whether it was deleted early;
• the result of checking the blockchain transfer.

Moderators do not decide who was right in the deal itself. They decide whether the review can stay as it is. Proof confirms a fact: the post went out or the transfer went through. It does not prove that the deal was honest or of good quality.

Possible outcomes:

• The review stays. If the author added proof and it passed the check, the review gets a checkmark.
• The review is edited. For example, personal data or an accusation that did not hold up is removed.
• The review is removed.

If the review changed or was removed, the project's rating is recalculated. The "How We Calculate the Rating" page explains how.

5. Appeal

If the owner or the author disagrees with a dispute decision, they can appeal it. You can appeal once, within 14 days of the decision, through support: @ratedapp → Profile → Support or support@rated.tg.

In your message, include:

• which dispute you mean: the project and the review;
• what you think the moderators missed;
• any new evidence you have.

A person reviews the appeal. The reply arrives in the bot or by email, depending on where you wrote.

The appeal decision is final within Rated. This does not stop you from protecting your rights by other lawful means.

6. What a dispute does not do

• It does not refund money or force anyone to complete a deal. Rated is not an arbiter of deals and does not compensate losses.
• It does not reveal the author's data or screenshots to the owner. The owner sees what everyone sees: the author's Telegram name and role.
• It does not hide the review while the dispute is open.
• It does not change the rating by hand. The rating changes only if the review was changed or removed as a result of the dispute.

7. Disputes without grounds

Sometimes an owner opens disputes against honest reviews, opens them in bulk or uses a dispute to pressure the author into removing a review.

In such cases we restrict the owner's ability to open disputes. Pressuring authors also breaks the "Review Guidelines", which describe the consequences.

If an owner pressures you over a review, contact support.

8. User reports on reviews

Any Rated user can report a review: tap "⋯" → "Report" and choose a reason.

• Moderators check the review against the "Review Guidelines".
• A report alone does not hide the review.
• If the violation is obvious, for example the review contains personal data or threats, a moderator may hide the review until the check is complete.
• If the review breaks the rules, it is edited or removed. The author receives the decision and the reason in the bot.
• We do not reveal the author's data to the person who reported beyond what everyone can see.

False and bulk reports count as a violation, and we may restrict the account for them.

If you are a verified owner of the project, it is better to open a dispute. It lets you attach evidence and follows set steps and deadlines.

9. If someone wrote about you and you do not use Rated

This section is for people who do not have a Rated account or cannot resolve the issue through the service itself. For example:

• the review contains your personal data;
• someone wrote something untrue about you;
• the project is yours, but you cannot verify your rights.

Write to legal@rated.tg and include:

• who you are and how you are connected to the review;
• a link to the project page and which review you mean;
• what is wrong with it and why;
• your evidence;
• what you are asking for: to edit or remove the review;
• how we can contact you.

What happens next:

• We review your request. If the violation is obvious, we hide the review while we check it.
• We may ask the author to explain.
• We reply to the address the request came from.
• We do not reveal the author's data to you unless the law requires it.

Disagreeing with the author's opinion is not, on its own, a reason to remove a review. A project page exists without the owner's consent and cannot be removed at the owner's request.

10. Rights holders

If a review or an owner's reply uses your texts, photos or trademark without permission, write to legal@rated.tg. Include:

• what belongs to you and how you can show it;
• where the violation is: a link to the project page and which review or reply;
• what the violation consists of.

If the violation is confirmed, we remove the material or delete the review. For repeated violations we restrict the account.

Mentioning the name of a project or brand in an honest review is allowed. A review has to name who it is about, and that is not a violation.

11. Government requests

• We accept requests only at legal@rated.tg, in official form and under applicable law.
• We check the authority of whoever sent the request and whether the request is binding on us.
• We disclose only what is required and only what we have. We do not have phone numbers or private conversations. The data we keep is described in the "Privacy Policy".
• We do not act on informal requests.
• Under a binding decision, we may remove or hide content.

12. If you disagree with moderation or a block

This applies when:

• your review was not published, was edited or was removed;
• a feature was restricted for you, for example the ability to open disputes;
• your account was blocked.

Contact support: @ratedapp → Profile → Support or support@rated.tg. If you cannot write in the bot, use email. Say which decision you mean and why you disagree with it. If you have new proof, attach it.

A person reviews your request. The reply arrives in the bot or by email.

Dispute decisions have their own appeal process (section 5).

13. Claims against Rated itself

Reviews are written by users, not by Rated. Questions about what a review says are handled through a dispute, a report or the requests described in sections 8, 9 and 10.

If your claim concerns how the service itself works, contact support first. Describe what happened and what you expect.

If we cannot resolve it, the dispute is heard by the courts of Dubai under the laws of the United Arab Emirates as applied in the Emirate of Dubai. See section 14 of the "Terms of Service" for details.