Review & Moderation Policy
Clear standards for reviews, ratings and content moderation
Owner & Contact
Owner/Operator: Spyface Tech Company, LLC (d/b/a "ClinicBooking")
Address: 30 N Gould St Ste N, Sheridan, WY 82801, USA
On This Page
Purpose & Scope
This Policy governs user-generated content ("UGC") such as reviews, ratings, comments, questions/answers, photos, and videos posted on ClinicBooking. It explains what is permitted, how we moderate, and the rights and duties of reviewers and providers. It applies globally, subject to local law.
Key Definitions
- Review: A user's written opinion and/or rating about a procedure, provider, clinic, or experience.
- Conflict of Interest (COI): Any relationship that could bias a review (e.g., employee, family, paid, free or discounted services).
- Manipulation: Any deceptive practice intended to influence ratings (review gating, vote brigading, fake accounts, incentives).
- PHI: Protected Health Information; we prohibit disclosure of another person's PHI.
What We Allow vs. Prohibit
Category
First-hand experiences
Status
✓ Allowed
Examples & Notes
Honest opinions; factual description of your own treatment experience
Category
Provider critiques (professional)
Status
✓ Allowed
Examples & Notes
Service quality, communication, wait time, bedside manner; avoid insults
Category
Hearsay / third-party stories
Status
✕ Prohibited
Examples & Notes
"My friend said…"; encourage the person to post their own review
Category
Personal attacks / hate / harassment
Status
✕ Prohibited
Examples & Notes
Slurs, threats, bullying, demeaning remarks
Category
Illegal content / dangerous acts
Status
✕ Prohibited
Examples & Notes
Do-it-yourself medical instructions, promoting self-harm
Category
Confidential data & PHI of others
Status
✕ Prohibited
Examples & Notes
Do not post names, phone, medical details of another person
Category
Before/after images
Status
△ Restricted
Examples & Notes
Must comply with Photo & Video Policy; no deceptive edits
Category
Commercial promotion / ads
Status
✕ Prohibited
Examples & Notes
Affiliate links, referral codes, solicitation
Category
Incentivized or paid reviews
Status
✕ Prohibited
Examples & Notes
Gifts, discounts, or compensation tied to review content
| Category | Status | Examples & Notes |
|---|---|---|
| First-hand experiences | ✓ Allowed | Honest opinions; factual description of your own treatment experience |
| Provider critiques (professional) | ✓ Allowed | Service quality, communication, wait time, bedside manner; avoid insults |
| Hearsay / third-party stories | ✕ Prohibited | "My friend said…"; encourage the person to post their own review |
| Personal attacks / hate / harassment | ✕ Prohibited | Slurs, threats, bullying, demeaning remarks |
| Illegal content / dangerous acts | ✕ Prohibited | Do-it-yourself medical instructions, promoting self-harm |
| Confidential data & PHI of others | ✕ Prohibited | Do not post names, phone, medical details of another person |
| Before/after images | △ Restricted | Must comply with Photo & Video Policy; no deceptive edits |
| Commercial promotion / ads | ✕ Prohibited | Affiliate links, referral codes, solicitation |
| Incentivized or paid reviews | ✕ Prohibited | Gifts, discounts, or compensation tied to review content |
Review Eligibility & Conflicts
- Reviews must be posted by genuine patients or their legal guardians (for minors), describing their own experiences.
- Conflicts of Interest are not allowed: employees, contractors, agencies, family/friends, or anyone receiving compensation or discounted services in exchange for a review.
- One account per person; duplicate accounts or posting on behalf of others is prohibited.
Evidence & Substantiation (for Disputes)
When a review is disputed, we may ask the reviewer to substantiate key facts (e.g., proof of visit/treatment date range) via private channel. We do not require sensitive medical records; do not send PHI unless requested via our secure process.
- Acceptable proof may include appointment confirmations, invoices (with sensitive data redacted).
- If a reviewer declines or cannot provide minimal substantiation, we may remove or decline to publish the review.
Photos & Video in Reviews
- All media must comply with the Healthcare Photo & Video Policy (consent, authenticity, no misleading edits).
- No nudity of minors; adult nudity only if medically relevant and appropriately covered/blurred per policy.
- Before/After: same lighting/angle, time-stamped where possible, with disclosure that results vary.
Moderation Workflow
Step
Intake
What we do
Automated + human screening for policy violations
Typical outcome
Publish, queue for review, or reject
Step
Flags
What we do
Users/providers can report content via "Report" link or email
Typical outcome
We re-review; may request evidence or edits
Step
Decision
What we do
Apply policy to facts; consider documentation
Typical outcome
Keep, edit (limited), or remove content
Step
Notification
What we do
We notify the party (when appropriate)
Typical outcome
Right of reply and/or appeal may apply
| Step | What we do | Typical outcome |
|---|---|---|
| Intake | Automated + human screening for policy violations | Publish, queue for review, or reject |
| Flags | Users/providers can report content via "Report" link or email | We re-review; may request evidence or edits |
| Decision | Apply policy to facts; consider documentation | Keep, edit (limited), or remove content |
| Notification | We notify the party (when appropriate) | Right of reply and/or appeal may apply |
Disputes & Appeals
- Parties may appeal a moderation decision with relevant evidence and specific policy grounds.
- New evidence may reopen a case; repeated appeals without new information may be declined.
- We may redact limited elements (e.g., personal data) instead of full removal when appropriate.
Provider Responses (Right of Reply)
- Providers may reply professionally to reviews; no PHI disclosure or doxxing.
- Do not identify the reviewer as a patient unless the reviewer has self-identified.
- No offers, discounts, or threats in replies; invite the reviewer to contact the office privately.
Incentives & Endorsements (FTC)
- We prohibit incentives tied to review content, rating, or timing ("review gating").
- Any material connection must be disclosed if we allow a testimonial use case (rare, case-by-case).
Spam & Manipulation
- No fake accounts, mass voting, coordinated brigading, automated posting, or scraping.
- No posting the same review multiple times or across unrelated listings.
- Violations may lead to content removal and account or listing penalties.
Legal Framework
- U.S. CDA §230: As a platform, we are not the publisher of user reviews; reviewers are responsible for their statements.
- Defamation & Illegality: We remove content adjudicated unlawful or clearly violating law/policy. We may seek verification when claims allege crimes or malpractice.
- DMCA: Copyright complaints follow our DMCA/IP Policy.
- EU/UK: Where applicable, we follow notice-and-action and transparency obligations under regional laws; see our EU DSA/P2B Notice (if applicable).
Retention & Transparency
- We retain moderation records as needed for security, legal, and audit purposes.
- We may publish aggregate transparency metrics about UGC enforcement.
Enforcement Actions
Level
1
Action
Warning / education
Examples
Minor violations, confusion about rules
Level
2
Action
Content edit or removal
Examples
Personal data, hearsay, insults, prohibited links
Level
3
Action
Account limits or temporary suspension
Examples
Repeat violations, manipulation attempts
Level
4
Action
Permanent suspension / legal referral
Examples
Fraud, threats, coordinated abuse, unlawful content
| Level | Action | Examples |
|---|---|---|
| 1 | Warning / education | Minor violations, confusion about rules |
| 2 | Content edit or removal | Personal data, hearsay, insults, prohibited links |
| 3 | Account limits or temporary suspension | Repeat violations, manipulation attempts |
| 4 | Permanent suspension / legal referral | Fraud, threats, coordinated abuse, unlawful content |
How to Report
Use the "Report" link near the content or email trust@clinicbooking.com with URLs, screenshots, and details. For urgent safety risks, contact local emergency services first.
Changes to this Policy
We may update this Policy over time. Material changes will be posted here with a new effective date.