Introduction
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 .
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.
Your Subscription
You can access our services by purchasing a recurring subscription (your "Subscription"). Your Subscription gives you:
- one Coaching Call per monthly billing period; and
- access to Subscriber-only resources and any community features we make available from time to time.
Details of what is included, the price, and the start date of your Subscription will be shown on our website and at checkout before you confirm your purchase. This information forms part of these terms, so please read it carefully before you subscribe.
Rolling contract and auto-renewal
Your Subscription is a rolling monthly contract. By starting a Subscription, you agree that:
- we will continue to provide the services included in your Subscription on a month-to-month basis; and
- your Subscription will automatically renew each month, and we will continue to take payment unless and until you cancel or pause in line with these terms.
Subscription payments
Subscription payments are taken monthly in advance. You authorise Stripe (or any replacement payment provider we may use) to take monthly payments using your chosen payment method for:
- your first month's Subscription fee when you sign up; and
- subsequent monthly renewals, until you cancel or pause.
Prices include VAT where applicable. If we change the price of your Subscription, we will give you reasonable notice (normally at least 30 days) by email or another appropriate method. If you do not wish to continue at the new price, you can cancel your Subscription before the change takes effect.
Cooling-off period (online/phone sales)
If you are a consumer in the UK or EEA and you buy your Subscription online or by phone, you may have a legal right to change your mind within 14 days of first subscribing and receive a refund. When you subscribe, you can ask us to start providing services straight away (for example, by booking your first Coaching Call or accessing Subscriber-only resources). If you exercise your right to change your mind within the 14-day period:
- we will refund your Subscription fee, minus a reasonable amount for the services you have already received (such as any Coaching Call you have attended or resources you have accessed); and
- if we have fully completed the services for that first month within the 14-day period (for example, you have already taken your Coaching Call and used the Subscription services for the month), you may lose your right to change your mind, and we may not be able to offer a refund.
Using your monthly Coaching Call and no roll-over
Your Subscription entitles you to one Coaching Call per monthly billing period. You must book and attend that Coaching Call within the same billing period; unused Coaching Calls do not roll over to future months and are non-refundable, unless we are required to provide a refund by law or under these terms.
Cancelling your Subscription after the cooling-off period
After the 14-day cooling-off period, you can still cancel your Subscription at any time:
- via your online account; or
- by emailing us at team@skinbestie.co; or
- by contracting us via WhatsApp +44 (0) 7507 646 467
Unless we agree otherwise with you in writing, cancellation will take effect at the end of your current monthly billing period. You will continue to have access to your Subscription (including the ability to book any remaining Coaching Call for that month) until then. We do not normally provide refunds for a month that has already started, except where:
- we are required to do so by law; or
- we have materially failed to provide the Subscription services to you
Pausing or changing your Subscription
We may from time to time offer options to pause, upgrade or downgrade your Subscription. Where available, the rules for pausing or changing your Subscription will be explained on our website or at checkout or in you online account and may vary by offer. Any change to your Subscription may affect the price you pay from your next billing period.
Ending your Subscription by us
We may suspend or end your Subscription (and any future Coaching Calls) if:
- you do not make a payment when it is due and still do not make payment within 14 days after we remind you;
- you do not, within a reasonable time of us asking, provide information we need in order to deliver the services;
- you misuse your account or our services, act abusively, unlawfully, or in a way that risks harm to you, our Coaches, or others; or
- we reasonably believe that it is no longer appropriate or safe to continue providing services to you.
If we end your Subscription for one of the reasons above, we may deduct or charge a reasonable amount to cover services already provided and our costs, in line with applicable consumer laws
Subscription and your personal data
We use your personal data (for example, your contact details, payment information, and information about your skin concerns) to manage your Subscription and deliver Coaching Calls, resources, and community features. For details of how we collect, use, store, and share your personal data—including recordings—please see our Privacy Policy.
Opting out of marketing emails or messages does not cancel your Subscription. To stop monthly payments, you must cancel your Subscription as described above.
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 (Coaching Calls)
Rescheduling a Coaching Call
You may reschedule a Coaching Call (whether booked under a Subscription or as a standalone service, if we offer that) once free of charge if you give us at least 24 hours' notice before the scheduled start time. You can do this:
- via your online profile;
- by emailing team@skinbestie.co; or
- by contacting us via WhatsApp +44 (0) 7507 646 467
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 that Coaching Call as used; and
- we will not usually refund the fee for that session or re-credit it to your Subscription, unless we are required to do so by law.
If you are more than 10 minutes late to your Coaching Call, the Coach may be unable to accommodate the session, and it may be treated as used. If you are less than 10 minutes late, we will do our best to proceed, but your session time may be reduced and will still count as one full Coaching Call for that month.
If we need to change or cancel a Coaching Call
If we need to reschedule or cancel a Coaching Call for reasons beyond our reasonable control (for example, illness, technology failures, or other events outside our control), we will:
- give you as much notice as we reasonably can; and
- offer you either:
- a rescheduled Coaching Call; or
- a credit of that Coaching Call back to your Subscription; or
- where rescheduling is not reasonably possible, a refund of a reasonable proportion of the amount you paid relating to that Coaching Call.
Cancelling your Subscription vs cancelling a booking
Cancelling or missing an individual Coaching Call does not automatically cancel your Subscription. To stop monthly payments, you must cancel your Subscription as explained in the "Your subscription" section.
Opting out of marketing communications also does not cancel your Subscription or any Coaching Call bookings.
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 some services (for example, a Coaching Call or access to Subscriber-only content), we may deduct a reasonable amount to reflect the value of the services you have already received up to the date you told us you wished to cancel, as permitted by law
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.