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 or creating an account 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 Settings.
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 and/or WhatsApp: +44 (0) 7507 646 467.
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.
Account, 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 activate your subscription and booking, you must provide the following information (all mandatory): name, email, phone number, birthdate, how you describe your skin type, your skin concerns, and any information you'd like your Coach to know, plus booking time and payment.
You confirm that all information you provide is accurate, current, and complete. You agree to update your details if they change.
Booking & payments
Bookings are made via our scheduling tool (e.g., Calendly) and confirmed once payment is received (processed by Stripe). We may decline a booking and will notify you if this happens.
Prices include VAT where applicable. You authorise Stripe to charge your chosen payment method for the amount shown at checkout and any agreed subscription renewals.
Changing or cancelling your booking
You may reschedule once free of charge if you give us at least 48 hours' notice. You can do this via your profile, by emailing team@skinbestie.co, or via WhatsApp.
If you cancel or attempt to reschedule with less than 48 hours' notice, you will be charged in full for the scheduled Coaching Call.
If you are more than 10 minutes late, the Coach may be unable to accommodate the session, and you will be charged in full. If you are late by less than 10 minutes, your session length may be reduced accordingly.
If we cancel for reasons beyond our reasonable control, we will notify you and refund any amounts you have paid for services not yet provided.
Refunds: Where a refund is due, we will refund you to your original payment method within 14 days of your request. If you purchased services that have already begun or been delivered, we may deduct a reasonable amount for services received up to the date you told us you wished to cancel.
Coaching Calls on Zoom and recordings
Coaching Calls are held via Zoom.
Recording: We record Coaching Calls for service delivery, quality assurance, safeguarding, and to help prepare your personalised routine. Your Coach will inform you before the session starts. If you do not wish to be recorded, please tell us before your session so we can discuss alternatives (which may include re-booking or not proceeding).
We may use recordings to train our Coaches and improve our services. We do not publish recordings publicly.
Retention & access: Recordings are stored securely and accessible only to authorised personnel who need them for the purposes above. Retention period: 90 days.
For how we handle personal data (including recordings), 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 using the methods you choose when creating your profile (e.g., your profile, email, SMS, or WhatsApp) for booking confirmations, reminders, service updates, and follow-ups.
Marketing: We only send promotional emails/SMS/WhatsApp messages if you opt in. You can withdraw consent at any time via 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 via your profile, by email, or via WhatsApp.
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.