Last updated: January 2026
At Creative Touch, honest feedback from our clients helps us continually improve our services and helps prospective clients make informed decisions about their aesthetic and wellness treatments. This policy explains how we collect, verify, and display reviews in compliance with the Digital Markets, Competition and Consumers Act 2024.
Our Commitment to Genuine Reviews
We are committed to displaying only authentic reviews that reflect genuine client experiences. We strictly prohibit:
- Fake reviews - reviews that don’t reflect a real client’s genuine experience
- Concealed incentivised reviews - reviews where any incentive or commercial relationship isn’t clearly disclosed
- Misleading presentation - cherry-picking positive reviews, suppressing legitimate negative feedback, or manipulating ratings
Every review displayed on our website comes from a real client who has received treatment at Creative Touch.
How We Collect Reviews
Primary Source: Ovatu Booking System
The majority of our reviews come through our booking system, Ovatu. This provides strong verification that reviews are from actual clients:
- After your appointment, you’ll receive an automated email invitation to leave a review
- You must be logged into your Ovatu account to submit a review
- Your review is automatically linked to your client record, including the specific service you received, the team member who treated you, and the date of your appointment
- This ensures only genuine clients who have received treatments can submit reviews
Additional Review Sources
We also display reviews from:
- Google Business Profile - publicly available reviews of Creative Touch
- Facebook - reviews posted on our company Facebook page
- Yell - reviews posted on our company Yell listing
- Direct feedback - reviews clients send us via email, WhatsApp, or other direct communication
For reviews from these external sources, we verify the reviewer against our client records by checking the name provided. If there’s any doubt (for example, if someone has used an abbreviated name or online username), we contact the client directly to confirm their identity. If we cannot confirm a reviewer was a genuine client, we do not display their review.
Our Review Incentive Policy
We do not offer any incentives for reviews. We don’t pay for reviews, offer discounts in exchange for reviews, or provide any other incentives to encourage clients to leave feedback. We want every review to reflect your honest experience without any influence from us.
All reviews displayed on our website are provided voluntarily by clients without any form of compensation or benefit.
How We Display Reviews
Moderation Process
While we’re committed to transparency, we apply light moderation to ensure reviews are appropriate and not duplicated:
We moderate to:
- Remove offensive language or profanity
- Remove duplicate reviews (if you’ve reviewed us on both Google and Ovatu, for example, we’ll display only one version)
- Edit references to specific product brand names where we don’t offer that exact product (for example, if a client refers to a competitor’s trademarked device when describing our similar treatment)
- Verify the reviewer is a genuine client
We display both positive and negative reviews. We don’t suppress genuine negative feedback, even if it’s critical. Constructive criticism helps us improve, and prospective clients deserve to see balanced perspectives.
Privacy Protection
To protect your privacy, we display reviews using first name plus first initial of surname only (e.g., “Sarah J.”). We never display full names in reviews on our website.
For reviews from our booking system, permission to display reviews is covered under the Ovatu Terms & Conditions you accept when booking. For reviews on Google, Facebook, and Yell, these are publicly available on those platforms.
Review Ratings & Information
Any overall ratings, star averages, or review counts displayed on our website accurately reflect all verified reviews we’ve received. If we identify and remove a fake review, we update any affected ratings or counts accordingly.
Historical Accuracy & Treatment Changes
Reviews remain as a historical record of clients’ experiences at the time they received treatment. In the rare event that a treatment protocol or product changes substantially enough that older reviews might be misleading, we will add appropriate context or flags to those reviews.
Your Rights as a Reviewer
Submitting Reviews
You’re welcome to leave a review through:
- Our Ovatu booking system (after your appointment)
- Our Google Business Profile
- Our Facebook page
- Our Yell listing
- Direct feedback via email or WhatsApp
We appreciate all honest feedback, whether positive, negative, or somewhere in between.
Requesting Changes or Removal
If you’ve left a review and would like to:
- Update your review to reflect a changed experience
- Remove your review for privacy reasons
- Correct factual inaccuracies
Please contact us using the methods below and we’ll work with you to address your concerns.
Reporting Concerns About Reviews
If you believe a review on our website:
- Is fake or doesn’t reflect a genuine experience
- Contains misleading information
- Violates this policy in any way
Please contact us:
- Email: zoe@creativetouchrotherham.co.uk
- Contact form: creativetouchrotherham.co.uk/contact
- Post: Creative Touch, 78a Broom Lane, Rotherham. S60 3EW
Our Investigation Process
When we receive a concern about a review’s authenticity, we:
- Check the reviewer’s name against our client booking records
- Verify the date of the review against appointment history
- Contact the reviewer directly if needed to confirm their identity
- Check for any patterns that might suggest fake review activity
- Remove the review if we cannot verify it came from a genuine client
We aim to investigate all concerns promptly and will update you on the outcome.
Our Ongoing Commitment
We regularly review our displayed reviews to ensure they remain compliant with current regulations and accurately reflect genuine client experiences. We monitor for:
- Suspicious patterns that might indicate fake reviews
- Changes in regulations that require updates to our practices
- Opportunities to improve transparency and trust
This policy may be updated periodically to reflect changes in our practices or legal requirements. The “last updated” date at the top of this page shows when the most recent changes were made.
Why This Matters
As a family-run clinic operating in the health and aesthetics sector, we understand that choosing treatments involves trust. You’re trusting us with your health, your appearance, and your wellbeing. Authentic reviews from real clients help you make informed decisions, and they help us understand where we can improve.
We’re committed to transparency in everything we do - from the evidence behind our treatments to the feedback we receive about those treatments. This reviews policy is part of that commitment.
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