Client Terms and Conditions

These are the terms and conditions on which we provide online skincare coaching services to you. Please read them carefully before booking. By placing a booking you agree to these terms.

These terms sit alongside our other policies available on our website, including our Privacy Policy, Terms of Use, and Cookie Policy.

Who we are and how to contact us

SkinBestie is a trading name of Gentle Human Ltd, a company registered in England and Wales (company number 14448690). Registered office: Huckletree (Priory House) Limited, 6 Wrights Lane, London, W8 6TA.

General enquiries: team@skinbestie.co.

Privacy enquiries (data protection/recordings): privacy@skinbestie.co.

When we say “SkinBestie”, “we”, “us”, or “our”, we mean Gentle Human Ltd. When we say “you” or “your”, we mean the person placing a booking or using our services.

These Client Terms apply to our online skincare coaching services. Your use of the website is governed by our separate Terms of Use; our Privacy Policy explains how we handle your personal data.

What we do (and what we don’t do)

We provide online skincare coaching calls (“Coaching Calls”) delivered by certified skincare coaches (“Coaches”).
Medical disclaimer: We do not provide medical advice. All content, recommendations, and routines we provide are for information only and are not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of a qualified healthcare provider with any questions regarding a medical condition. Never disregard or delay seeking professional medical advice because of something you hear or read via our services.
We do not sell products. After a Coaching Call, your Coach may share links to third-party websites for you to purchase your products directly from them. We are not a party to those purchases and are not responsible for third-party products, websites, or their terms.

If you experience an adverse reaction to any product, stop use immediately and inform your skincare coach.

Eligibility and your information

You must be 18 years or older to book a Coaching Call. If you are under 18, a parent or legal guardian must book on your behalf and attend the Coaching Call with you.
To book, you provide your name, email and age range, tell us the main skincare concern you’d like help with, choose your appointment time and pay. You can also, if you wish, tell us how you heard about us and add anything else you’d like your Coach to know.
After booking, we’ll invite you to complete a short intake form so your Coach can prepare. This asks about your skin type, what’s going on with your skin, and your current morning and evening routine. You can also, if you wish, share any allergies or sensitivities, tell us about products that haven’t worked for you, and upload a photo of the products you use — these are optional.
You confirm that all information you provide is accurate, current, and complete. You agree to update your details if they change.

What you’re buying

When you book with SkinBestie, you are making a single, one-off purchase of our coaching package. There is no subscription, and no recurring or automatic payments — you pay once, at the time of booking, and that is the only charge.

Your coaching package includes:

one 50-minute online Coaching Call with a SkinBestie Coach;
a personalised Routine Pack, prepared for you after your call and delivered by email within 72 hours; and
four weeks of follow-up email support after your call, during which your Coach will answer questions about your routine. We aim to reply within 24–48 hours, Monday to Friday.

The price of your coaching package, and exactly what is included, will be shown on our website and at checkout before you confirm and pay. This information forms part of these terms, so please read it carefully before you book.

Your purchase covers this one coaching package. If you would like further coaching in future, you are welcome to book again at the price available at that time.

Booking and payment

Bookings are made through our scheduling tool (Calendly) and are confirmed once payment has been received (processed by Stripe). We may decline a booking and will notify you if this happens.
Payment is taken as a single charge at the time of booking. You authorise Stripe to charge your chosen payment method for the amount shown at checkout. There are no recurring or further charges for your coaching package.
Prices include VAT where applicable.

Your right to change your mind (14-day cooling-off period)

Because you are buying online, you have a legal right under the Consumer Contracts Regulations 2013 to change your mind and cancel your purchase within 14 days, for a full refund, without giving a reason. The 14-day period runs from the day you complete your booking.

Coaching calls are often scheduled within this 14-day window. The law treats a coaching call as a service, and there are two things you should know about how the cooling-off right works for services:

If your call is scheduled after the 14-day period: you can cancel any time within the 14 days for a full refund.
If you would like your call to take place within the 14-day period: we will ask you to confirm that you want us to start providing the service during the cooling-off period. You can still change your mind, but:
- if you cancel before your Coaching Call has taken place, we will refund you in full; and
- once your Coaching Call has taken place, the service has been provided and your 14-day right to a refund no longer applies. Your Routine Pack and follow-up email support form part of that same service.

To exercise your right to change your mind, just email us at team@skinbestie.co before the 14-day period ends. We will refund you using the same payment method you used to book, within 14 days of being told you wish to cancel.

Rescheduling, cancellations and refunds

Rescheduling your Coaching Call

You may reschedule your Coaching Call once, free of charge, if you give us at least 24 hours’ notice before the scheduled start time. You can do this by emailing team@skinbestie.co.

Late cancellations and no-shows

If you cancel or attempt to reschedule with less than 24 hours’ notice, or you do not attend your Coaching Call, we may treat the call as having taken place, and we will not usually refund the fee, unless we are required to do so by law.

If you are more than 10 minutes late, your Coach may be unable to deliver the session and it may be treated as having taken place. If you are less than 10 minutes late, we will do our best to proceed, but your session time may be reduced.

If we need to change or cancel your Coaching Call

If we need to reschedule or cancel your Coaching Call for reasons beyond our reasonable control (for example, illness or technology failures), we will give you as much notice as we reasonably can and offer you either a rescheduled call or, where rescheduling is not reasonably possible, a refund of a reasonable proportion of the amount you paid.

Refunds

Where a refund is due under these terms or under applicable law, we will refund you to your original payment method within 14 days of confirming that a refund is payable. If you have already received part of the service (for example, your Coaching Call), we may deduct a reasonable amount to reflect what you have already received, as permitted by law.

Coaching Calls on Zoom and recordings

Coaching Calls are held online via Zoom.
Recording: We record Coaching Calls so that we can deliver the service, prepare your personalised Routine Pack, maintain quality, and support safeguarding. Your Coach will let you know before the session starts. If you do not wish to be recorded, please tell us before your session and we will discuss the alternatives with you (which may include rebooking or not proceeding).
We may also use recordings internally to train our Coaches and improve our services. We do not publish recordings publicly.
Retention and access: Recordings are stored securely and are accessible only to authorised personnel who need them for the purposes above. We keep recordings for up to 90 days, after which they are securely deleted, unless we need to keep a recording longer for a legal, regulatory or dispute-resolution reason.
For more detail on how we handle your personal data, including recordings, see our Privacy Policy.

Photos and testimonials

We love seeing how our clients get on, and we sometimes like to share client experiences and results. We will only ever do this with your explicit, opt-in consent, and on your terms.

We will not use your photos (including any “before and after” images), your name, or your feedback in our marketing, on our website, or on social media unless you have given us specific written consent to do so.
Your consent is entirely voluntary. Taking part in coaching does not require you to share photos or a testimonial, and choosing not to will never affect the service you receive.
When you give consent, you choose how your contribution may be used — for example, whether your name is shown or your feedback is anonymised, and where it may appear.
You can withdraw your consent at any time by emailing privacy@skinbestie.co. We will stop using your photos or testimonial in any future materials, although we may not be able to remove them from materials already printed or published before you contacted us.

For more detail on how we handle the personal data in photos and testimonials, see our Privacy Policy.

Personalised routines & third-party products

After your Coaching Call, your Coach will create a personalised routine based on your goals and information you share.
Your Coach may send you links to third-party websites to purchase products. Those purchases are between you and the third party. Please review the third party’s terms, privacy policy, and returns policy before buying.
We make no guarantees that any routine or product will achieve a particular result and we are not liable for third-party products.

Your responsibilities

Participate in Coaching Calls in a considerate and lawful manner.
Share accurate, relevant information about your skin concerns and product history.
Disclose any known allergies, sensitivities, or contraindications relevant to skincare products.
Follow product instructions and discontinue use if irritation occurs.

We may suspend or end a session if you act abusively, unlawfully, or in a way that risks harm to you, our Coaches, or others.

Service availability and changes

Coaching Calls are subject to availability and may change to reflect updates in laws or our operational requirements.
We may change these terms from time to time. Changes will not affect an existing paid booking unless we are required to make the change by law; we will notify you of material changes.

Intellectual property

We (or our licensors) own all intellectual property in our website, branding, and materials. We grant you a personal, non-exclusive, non-transferable licence to use your personalised routine and any materials we provide for your personal use only.
You must not copy, distribute, resell, or make commercial use of our materials without our prior written consent.

Communications

We will contact you by email for booking confirmations, reminders, service updates, and follow-ups relating to your coaching.
Marketing: We only send promotional emails if you opt in, and you can withdraw your consent at any time using the unsubscribe link or by contacting us. Service-related messages will still be sent where necessary.
You may contact us to make changes to your booking by email at team@skinbestie.co.

Complaints

If you are unhappy with our service, please contact team@skinbestie.co. We will acknowledge your complaint and aim to resolve it promptly.

Our responsibility to you

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.
We are not liable for losses that were not reasonably foreseeable to both parties when the contract was formed, business losses (including loss of profit, business, goodwill), or losses caused by third-party products or websites.
Subject to the above, our total liability for any claims arising out of or in connection with the services will be limited to the amount you paid for the Coaching Call giving rise to the claim.

Events outside our control

We are not liable for delays or failure to perform due to events beyond our reasonable control (for example, internet outages, platform downtime, illness, or changes in law). If such an event affects your booking, we will contact you and either reschedule or refund amounts paid for services not yet provided.

How we use your personal data

Please see our Privacy Policy for details on how we collect and use your personal data — including data shared during Coaching Calls and any recordings — and how to contact us at privacy@skinbestie.co to exercise your data protection rights.

Governing law and where you can bring legal proceedings

These terms are governed by English law, and you can bring legal proceedings in the English courts. If you live in Scotland or Northern Ireland, you can bring legal proceedings in your local courts.

Other important terms

If a court finds part of these terms illegal, the rest will continue in force.
Even if we delay enforcing these terms, we can still enforce them later.
You may not transfer your rights under these terms to another person without our consent.