Reviews Policy & Transparency

About this page

This page explains how customer reviews work on comfygomobility.co.uk — where they come from, how we check them, whether the reviewer received any reward, and what we do and don't allow.

We publish this because UK law expects retailers who display reviews to be transparent about them, and because you shouldn't have to take our word for any of it. If you have a concern about a review on our site, email info@comfygomobility.co.uk.

At a glance: every review shows where it came from

Every review on our product pages carries a badge showing how it reached our site:

• Review collected via store invitation — we emailed or messaged the customer after their purchase and asked for feedback.
• Review from another provider — the review was imported from elsewhere: another ComfyGO store, a reseller that sells our products, or a third-party marketplace such as Amazon.
• Review collected from a store visitor — submitted directly on the product page, where we could not match it to an order in our own system. This is often because the customer bought from one of our resellers or from a marketplace rather than from us directly.
• Collected by a verified review provider — collected by an independent platform such as Google or the Shop app.
• Review earned a reward for future purchase — the reviewer received something of value in connection with their review. See Part 2 — this badge's wording is set by our reviews platform and doesn't exactly describe what our reviewers received.

A review can carry more than one badge. An imported review that was also rewarded shows both.

Part 1 — How we collect reviews

Where our reviews come from

• UK reviews — left by customers who purchased from ComfyGO Ltd.
• Imported reviews — left by customers of our ComfyGO partner stores in the United States (comfygomobility.com) and the EU (comfygomobility.eu), for the same product models. Some of these reviews were originally left on third-party marketplaces such as Amazon before reaching those stores, and a few display the reviewer name used on the original platform.

Why we import. ComfyGO Ltd recently opened in the UK, so we don't yet have many UK reviews of our own. Rather than show product pages with little or no feedback, we import reviews for the same models from ComfyGO stores that have been selling them longer. The products are the same models, with adaptations for local requirements such as UK-specification chargers. As our UK customer base grows, the proportion of UK reviews will grow with it.

Imported reviews carry the "Review from another provider" badge and show the country the review was left in.

Reviews are collected and managed for us by Judge.me, an independent reviews platform. Their authenticity policy is at judge.me/authenticity.

How reviews are checked

Verified Buyer badge. Where a review can be matched to an order in the ComfyGO store where it was originally left, our reviews platform adds a "Verified Buyer" badge, confirming the reviewer purchased the product they are reviewing.

Imported reviews. We do not apply a Verified Buyer badge to imported reviews. Where a review reached us from another ComfyGO store or from a marketplace, any verification was carried out by that store or platform, not by us. We don't claim verification we didn't perform.

Reviews without a Verified Buyer badge may still be genuine — the customer may have bought through a reseller or marketplace, or the reviewer may be a family member of the user. We simply can't independently confirm the purchase.

Are all reviews published? Yes. We publish every genuine, relevant and lawful review, whatever the rating. We do not hide, filter, delay or down-rank negative reviews. Reviews are usually published within a few working days, after a check for personal information or off-topic content.

What else we do. We investigate any review flagged to us, normally within 15 working days. Where a review breaches this policy we remove it and recalculate the product's rating.

Part 2 — Rewarded reviews

What "rewarded" means

A rewarded review is one where the reviewer received something of value — a gift, a discount, a free product, points, or entry into a prize draw — in connection with leaving a review. UK law permits rewarded reviews provided the reward is clearly disclosed. Undisclosed rewards are banned, and we don't allow them.

What we do in the UK

A note on our printed user manuals

This promotion was described in user manuals supplied with ComfyGO products. Those manuals are being updated and the process will take some time. If you have an earlier manual that describes a free accessory for leaving a review, that offer is no longer available on purchases from comfygomobility.co.uk.

Our US partner store's promotion

Since 2023, ComfyGO Inc. (US) has run a promotion under which customers who had already purchased a ComfyGO product, and who left a review and contacted the company, could be selected to receive one free ComfyGO accessory worth up to US$25 (around £20) — typically a phone holder, cup holder, headlight or side bag. Under the promotion's published rules:

• It is open only to previous purchasers of a ComfyGO product, limit one entry per household.
• ComfyGO employees, their agencies, and members of their households are not eligible.
• Reviewers are never told what to write and are free to say whatever reflects their experience.
• The accessory is selected from available stock; recipients are responsible for shipping costs.
• Reviews left on third-party marketplaces such as Amazon and Walmart are not eligible, because of those platforms' own review policies.

The earliest rewarded review we have identified dates from February 2024. Where reviews collected under the promotion appear on this site, they are labelled. We have worked to identify and label every such review, using the process described below. We believe that work was thorough, but we cannot rule out that some were missed — if we identify further ones, we will label them.

About the badge wording

Our reviews platform labels rewarded reviews "Review earned a reward for future purchase". That wording is set by the platform and describes a discount on a later order. It doesn't describe what our reviewers actually received, which was a free physical accessory sent after the review was left, not a discount. We're explaining it here because we can't change the badge text.

How we identified rewarded reviews

We cross-referenced our review records against every order in which a free accessory was issued — recorded as £0/$0 orders in our order system — and matched reviewers by email address, or by name and review date, to customers who received one. We have retained that matching record. If we identify further reviews that should be labelled, we will label them.

Part 3 — What we don't allow

We prohibit, and remove where found:

• Fake reviews that don't reflect a genuine customer experience.
• Reviews written by us, our staff, our agents, our suppliers, our resellers, or anyone with a financial interest in ComfyGO, presented as ordinary customer reviews.
• Rewarded reviews that aren't labelled.
• Reviews purchased from a third party.
• Reviews where the reviewer was told what to write or given required wording.
• Reviews written to damage a competitor rather than to describe a genuine ComfyGO experience.
• Coordinated activity intended to inflate or distort our ratings.

We do not selectively remove negative reviews. We do not edit the substance of a review — our platform allows correction of obvious typographical errors only. We never change a review's meaning, sentiment, title or star rating, and the reviewer is notified of any change to their text.

Part 4 — How the overall star rating is calculated

The star rating shown on each product page is the mean average of all published reviews on that product page: UK reviews, imported reviews from our US and EU partner stores, and reviews labelled as rewarded. No category is weighted differently and none is excluded.

The rating covers the product on that page only. Where we show reviews of other ComfyGO products for context, they appear in a clearly separated section, each showing which product it refers to, and they are not counted in that product's star rating.

Part 5 — Reviews you submit

When you submit a review on this site:

• It is published on the product page showing your first name and the initial of your surname (for example, "Steve S.") together with the country you reviewed from. We do not publish full surnames.
• We do not publish your email address.
• We may also use your review on our homepage, in social media, in emails and in advertising.
• You can ask us to amend or remove your review at any time by emailing info@comfygomobility.co.uk.

Leaving a review does not sign you up for marketing. Marketing consent is requested separately and is never a condition of submitting a review or receiving a reward.

Reviews contain personal data. How we handle it, the legal basis we rely on, how long we keep it and your rights are set out in our Privacy Policy. Reviews displayed here may have been provided originally to another ComfyGO store; the same rights apply and a request to us will be actioned or passed on.

Part 6 — Reporting a problem

If you believe a review on our site is fake, wrongly labelled, attached to the wrong product, or otherwise in breach of this policy, email info@comfygomobility.co.uk with the product name and as much detail as you can. We'll investigate, and where a review breaches this policy we'll remove it and update the rating.

Part 7 — How this policy is reviewed

We review this policy periodically, and whenever there is a material change to how we collect, display or reward reviews. The "Last updated" date changes each time.