Customer Reviews, Influencer & Social Media Policy

Our commitment to honesty and transparency

At Bath House, we value honest customer feedback and transparent marketing. We want customers to be able to make informed decisions based on genuine experiences, accurate information and clear advertising.This policy explains how we collect, check and publish customer reviews, and how we work with influencers and content creators. It supports our commitment to complying with applicable consumer protection and advertising legislation, including the Digital Markets, Competition and Consumers Act 2024 (DMCC Act), and relevant guidance issued by the Competition and Markets Authority (CMA) and Advertising Standards Authority (ASA).

 

1. Customer reviews and feedback

We welcome genuine reviews from customers who have purchased or experienced our products and services. We do not create, purchase or knowingly publish fake reviews, or ask others to submit reviews that misrepresent their experiences.

We do not offer payment, discounts or free products in exchange for positive customer reviews.

Where a customer participates in a competition or other promotion linked to submitting a review, the arrangement will be assessed and, where appropriate, clearly disclosed.

We do not require reviews to be positive. Customers are free to share honest feedback, whether positive, negative or neutral.

 

2. Checking and moderating reviews

We take reasonable and proportionate steps to identify and address suspected fake, misleading or improperly incentivised reviews.

We do not remove or suppress genuine negative reviews simply because they are unfavourable to our business.

Reviews may not be published where they contain unlawful, abusive, defamatory or irrelevant content, impersonate another person, contain spam or otherwise breach our review guidelines or applicable platform rules.

Reviews may also be investigated, reported or removed where there are legitimate grounds, including suspected fake content or misleading information.

We aim to ensure that reviews, ratings, review counts and summaries are presented fairly and do not create a misleading impression of customer opinion.

 

3. Using customer reviews in marketing

We may use genuine customer feedback and testimonials across our website, social media, email marketing and other promotional materials.

We do not invent customer testimonials, combine separate reviews to create a misleading quotation or present brand-written marketing statements as genuine customer feedback.

We take appropriate steps to ensure that testimonials are accurate, presented in context and that any necessary permissions are obtained.

 

4. Influencers and social media partnerships

Bath House works with influencers, content creators and other partners to promote our brand and products.

We expect all commercial partnerships and promotional content to be honest, transparent and compliant with applicable advertising and consumer protection requirements.

In particular:

• Advertising disclosure: Paid or sponsored content must be clearly identified as advertising, using the prominent label - #Ad.
• Gifted products and experiences: Where products, treatments or other benefits form part of a promotional arrangement, the commercial relationship must be appropriately disclosed.
• Honest opinions: Influencers must provide genuine opinions based on their actual experiences. They must not make misleading endorsements or claims.
• Accurate product claims: Statements about our products, ingredients, performance and benefits must be accurate and must not overstate the effects or benefits of our products.
• Affiliate links and discount codes: Commission arrangements and other commercial benefits must be clearly disclosed.
• Monitoring: We take reasonable steps to check promotional content and address missing disclosures or misleading claims.

We do not ask influencers to provide misleading endorsements or present paid or commercially connected content as independent customer opinion.

 

5. Social media comments and customer interactions

We welcome feedback and engagement across our social media channels, including Instagram and Facebook.

We aim to respond appropriately to customer questions, comments and concerns. Customer complaints and service enquiries are handled through our usual customer service channels.

We may report or moderate content where there are legitimate grounds, such as abusive, unlawful, fraudulent or misleading content, in accordance with the relevant platform rules.

Submitting a review is not a formal customer service or complaints process. If you have a concern about a product, order or service, please contact our Customer Service team directly so that we can assist you.

 

6. Our review and social media channels

Customer reviews and feedback may appear across several platforms, including:

Yotpo: Product reviews collected and displayed through our online review system.
Google and TrustPilot Reviews: Feedback relating to our stores and customer experiences.
Facebook and Instagram: Customer comments, feedback and social media interactions.

Each platform has its own features. Where reviews or review information are displayed or reused in Bath House marketing, we take responsibility for ensuring that their presentation is fair, accurate and not misleading.

 

7. Privacy and personal information

Personal information submitted alongside a review will be handled in accordance with our Privacy Policy. We may use the contact details provided to verify a review or contact the reviewer about their submission where necessary. Further information about how we collect, use and protect personal information is available within this Privacy Policy.

 

8. Reporting a concern

If you believe a review, testimonial or promotional post is fake, misleading or does not appropriately disclose a commercial relationship, please contact us using the contact details provided on our website.

Where possible, please provide a link to the relevant content and explain your concern. We will consider the matter and take appropriate action where necessary.

 

9. Responsibility and review of this policy

Bath House maintains internal procedures for managing customer reviews, influencer partnerships and promotional content.

Our colleagues receive appropriate training and are supported by internal policies, procedures and controls to ensure that those involved in customer reviews, influencer partnerships and marketing activities understand and meet our compliance responsibilities.

We review this policy periodically and update it where necessary to reflect changes in our business activities or applicable legal and regulatory requirements.

 

Last reviewed: 11.11.26
Company: One House Group Ltd
Contact: bh@thebathhouseshop.com