Customer Reviews Policy

Rocket Ebikes – Customer Reviews Policy


Last updated: September 2026

Rocket Ebikes is a trading name of Rocket Ecommerce Ltd. We publish customer reviews and review information to help customers make informed decisions. This policy explains how reviews are collected, displayed, checked and moderated.

1. Our approach

We want reviews to provide a fair and trustworthy picture of genuine experiences with Rocket Ebikes and the products we sell. Fake reviews, concealed incentivised reviews and false or misleading review information are prohibited. This policy covers written reviews, star ratings, review counts, overall scores, summaries and other information derived from reviews.

2. How reviews are collected

Rocket Ebikes currently uses Judge.me. After an order, Judge.me may automatically invite the customer to leave a review. Invitations are not dependent on the customer having had a positive experience, and customers are free to leave positive, neutral or negative feedback. Users may also be able to submit a review directly through the website.

3. Verified purchases

Where Judge.me or Rocket Ebikes can reliably match a review to a Rocket Ebikes order, it may be shown as a verified purchase. We do not describe a review as a verified Rocket Ebikes purchase unless we have a reasonable basis for doing so. An unverified review is not automatically fake, but may be subject to additional checks where appropriate.

4. Genuine reviews only

  • Reviews must reflect a genuine experience of Rocket Ebikes or the relevant product.
  • Fake, fabricated, bot-generated or false-identity reviews are prohibited.
  • Rocket Ebikes does not write or commission reviews that pretend to be independent customer reviews.
  • A review must not deliberately misrepresent the product, purchase or customer experience.

5. Negative reviews

We do not remove, suppress or disadvantage a genuine review simply because it is negative, critical or gives a low star rating. Positive and negative reviews are subject to the same underlying authenticity and content standards. We may respond to or contact a reviewer about a service issue, but genuine criticism is not removed merely because we disagree with it.

6. Incentivised reviews

Rocket Ebikes does not currently offer payment, discounts, gifts, competition entries or other rewards in return for leaving a review. We will not offer or request a benefit conditional on a positive review or a particular star rating. If our approach changes in future, any incentive must not determine the reviewer’s opinion and must be clearly disclosed to people reading the review.

7. Moderation and removal

We may investigate, withhold, relabel or remove a review where there are reasonable grounds to believe that it:

  • is fake, fabricated or materially misleading;
  • does not relate to a genuine experience of the relevant product or Rocket Ebikes;
  • conceals an incentive, commercial relationship or other material connection that should be disclosed;
  • is spam, duplicate content, unrelated promotion, attached to the wrong product, unlawful, threatening, seriously abusive or discloses personal information that should not be published; or
  • otherwise breaches applicable law or this policy.

Disagreement with a reviewer’s opinion, or the fact that it is negative, is not by itself a reason to remove it.

8. Editing, ratings and review summaries

We do not materially rewrite the substance, sentiment or star rating of customer reviews. Where reasonably necessary, we may redact personal information or unlawful content without changing the reviewer’s underlying opinion.

Overall ratings, review counts and other review summaries must provide a fair picture of the eligible reviews on which they are based. We do not knowingly exclude genuine negative reviews simply to improve a rating.

9. Checks and third-party review tools

We may use order information, Judge.me verification tools, review content, submission patterns and other reasonable indicators to assess whether a review may be fake or misleading. Checks will be proportionate. A review may be temporarily withheld while a reasonable investigation takes place.

Judge.me provides technology used to collect, verify, moderate and display reviews. Using a third-party provider does not remove Rocket Ebikes’ responsibility for taking reasonable and proportionate steps in relation to the reviews and review information we publish.

10. Reporting a review

If you believe a review is fake, misleading, attached to the wrong product, incorrectly described as verified or otherwise breaches this policy, please contact us with enough information to identify it: sales@rocketebikes.co.uk | 0333 090 1012 .

11. Policy review

We may update this policy as our review systems, suppliers or legal obligations change. We periodically review our processes for identifying, investigating and dealing with fake or misleading reviews.