Last updated 3 August 2026
Personalised Skin Plan Terms
These terms apply to Personalised Skin Plans purchased online from Skin South Wales, operated by Keira Lewis. Contact skinsouthwales@gmail.com with any questions before purchasing.
1. The service
A Personalised Skin Plan is cosmetic skincare guidance based on the information and photographs you provide. It is not a medical service, diagnosis, prescription or substitute for advice from a GP, pharmacist or dermatologist. You must be aged 18 or over to purchase the service.
2. Plan options and delivery
- Essential: a written plan delivered within five working days after a complete consultation is received.
- Supported: the Essential service plus one email follow-up used within 14 days of the plan being sent.
- Consultation: a video call arranged within seven working days after a complete consultation is received, followed by a written plan within three working days after the call and one email follow-up used within 14 days of the plan.
Working days are Monday to Friday, excluding bank holidays in England and Wales. A consultation is complete when all required answers and usable photographs have been received. If clarification is needed, the delivery period begins when the requested information is supplied.
3. Your responsibilities
You agree to provide accurate, complete and current information and clear, unedited photographs. Tell Skin South Wales about relevant allergies, medication, pregnancy or breastfeeding, skin conditions, recent treatments and previous reactions. Do not submit someone else's photographs or information.
4. Suitability and medical referral
Skin South Wales may pause, adapt or decline the service if online cosmetic advice is not suitable or if medical assessment is advisable. Unexplained, changing, bleeding or non-healing areas of skin should be assessed promptly by an appropriate healthcare professional. Where the service cannot reasonably be provided, the unused service fee will be refunded.
5. Products and results
Recommendations may include Obagi Medical, Tropic Skincare and other suitable brands. Product purchases are optional and are separate from the plan fee. Recommendations are based on the information available at the time. Individual responses vary, so no particular result or timescale is guaranteed.
Follow the instructions in your plan, patch test where advised, introduce active products gradually and stop using a product if a concerning reaction occurs. Seek urgent medical help for signs of a serious allergic reaction.
6. Product credit
Where shown as included, £20 product credit applies to a single order of at least £100 of products recommended in your plan, placed directly with Skin South Wales within 14 calendar days of the plan being sent. It has no cash value, is not transferable, cannot be combined with another offer and does not apply to delivery charges. Availability and relevant retailer terms apply.
7. Cancellations and refunds
You normally have 14 days from purchase to cancel an online service contract. To cancel, email Skin South Wales with a clear statement. If you expressly ask for work to begin during that period and later cancel before the service is complete, a reasonable proportion may be deducted for work already carried out. Once the service has been fully performed following your express request and acknowledgement, the statutory cancellation right is lost.
This does not affect your legal rights if the service is not provided with reasonable care and skill or does not match its description. Refunds are not given merely because you decide not to follow the plan or buy the recommended products.
8. Appointments and delays
Consultation clients should give reasonable notice if they need to rearrange a video call. If you do not attend, Skin South Wales will offer one reasonable opportunity to rearrange. Delivery dates may be extended by events outside reasonable control, but you will be told as soon as practicable.
9. Liability
Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights. Skin South Wales is not responsible for harm caused by inaccurate or withheld information, failure to follow instructions, use of products not recommended in the plan, or use contrary to product directions.
10. Privacy, complaints and law
Personal information is handled as explained in the Privacy Notice. Please email first if you have a concern so there is an opportunity to resolve it. These terms are governed by the laws of England and Wales. If you live elsewhere in the UK, you retain any mandatory rights and may bring proceedings in the courts available to you under consumer law.