Ending your Skin and Me membership made easy

About Skin and Me

Skin and Me is a UK-based personalised skincare subscription service that delivers custom-formulated treatments directly to your door. Founded in 2020, the company offers prescription-strength skincare solutions designed by dermatology experts to address concerns such as acne, hyperpigmentation, fine lines, and other skin conditions. The service operates entirely online, connecting customers with qualified dermatology professionals who review photographs and medical questionnaires to create bespoke formulations.

The company's approach centres on making dermatological care more accessible and affordable than traditional private consultations. Each customer receives a unique cream or serum containing active ingredients tailored to their specific skin concerns and goals. As a result, the formulations may include prescription-strength ingredients like tretinoin, niacinamide, azelaic acid, and other clinically proven compounds that would typically require a face-to-face dermatologist appointment.

Skin and Me operates on a subscription model, with treatments delivered every two months after an initial consultation process. The service includes ongoing support from dermatology professionals who monitor progress through regular check-ins and adjust formulations as needed. This means customers can receive professional skincare guidance without the expense and inconvenience of repeated clinic visits.

The company is registered in England and Wales and operates from their London headquarters. Their registered office address is 2 Eastbourne Terrace, Floor 4, London, W2 6LG. As a healthcare provider offering prescription medications, Skin and Me is regulated by the Care Quality Commission (CQC) and operates under UK pharmaceutical regulations.

Subscription plans and pricing

Understanding the subscription structure is essential before considering cancellation, as different plans come with varying commitment periods and pricing models. Skin and Me offers several subscription options designed to accommodate different budgets and treatment durations.

Current pricing structure

The service typically offers multiple subscription tiers that affect the overall cost per treatment. As of current information, the pricing generally follows this structure:

The standard subscription operates on a rolling basis, with customers charged approximately every two months when a new treatment is dispatched. Prepaid plans offer cost savings in exchange for commitment to multiple treatment cycles paid upfront. This means you might pay for three, six, or twelve months of treatment in a single transaction at a reduced per-unit cost.

What's included in your subscription

Your subscription fee covers several components beyond just the physical product. The service includes an initial consultation with a dermatology professional, a personalised formulation created specifically for your skin concerns, ongoing progress monitoring through the customer portal, formula adjustments based on your skin's response, and direct messaging access to dermatology experts for questions and concerns.

Each treatment bottle typically contains enough product for approximately two months of daily use, which aligns with the delivery schedule. Therefore, customers receive a new bottle before their current supply runs out, ensuring continuity of treatment for optimal results.

Commitment periods and minimum terms

The subscription terms vary depending on which plan you selected at sign-up. Standard rolling subscriptions generally allow cancellation at any time, though notice periods apply. Prepaid subscriptions involve a commitment to the full prepaid period, meaning you've already paid for multiple treatment cycles upfront.

In practice, this distinction significantly affects your cancellation rights and any potential refunds. If you're on a rolling monthly subscription, you have greater flexibility to cancel, though you must provide proper notice. If you've prepaid for multiple months, you may have limited refund rights for unused treatments, depending on the specific terms you agreed to and your reasons for cancellation.

Cancellation terms and conditions

Understanding your cancellation rights under UK law and Skin and Me's specific terms is crucial before initiating the cancellation process. As a consumer, you benefit from several legal protections that override standard company policies in certain circumstances.

Your legal rights under UK consumer law

The Consumer Contracts Regulations 2013 provide important protections for UK consumers purchasing services online. Under these regulations, you have a 14-day cooling-off period from the date you enter into the contract. This means you can cancel your subscription within 14 days of signing up for a full refund, even if you've received your first treatment.

However, there's an important exception for healthcare products and personalised items. Because Skin and Me creates bespoke formulations specifically for you, the standard cooling-off period may not apply once the product has been made to your specifications. Therefore, it's essential to review the specific terms you agreed to during sign-up, which should explain how your cooling-off rights apply to personalised medical products.

Beyond the initial cooling-off period, your rights depend on the subscription type you selected. The Consumer Rights Act 2015 requires that services must be provided with reasonable care and skill. If you believe the service has fallen short of this standard, you may have grounds for cancellation beyond the standard terms.

Skin and Me's cancellation policy

According to the company's terms and conditions, customers must provide notice before their next billing date to avoid being charged for another treatment cycle. The specific notice period is typically stated in your subscription agreement, but generally requires you to cancel before your next scheduled dispatch date.

For rolling subscriptions, you can cancel at any time by providing the required notice. This means if you cancel today but your next billing date is in two weeks, you'll likely receive and be charged for that final treatment before your cancellation takes effect. As a result, timing your cancellation appropriately can help you avoid paying for an unwanted additional supply.

For prepaid subscriptions, the situation differs significantly. Because you've already paid for multiple treatment cycles upfront, cancelling mid-term may not result in a refund for unused treatments unless you have specific grounds under consumer protection law, such as the product not being as described or the service being inadequate.

Notice periods and final charges

The notice period is a critical factor in successful cancellation. Most subscription services, including Skin and Me, require advance notice to stop processing your next order. In practice, this typically means you must cancel at least several days before your next scheduled dispatch date.

Common reasons customers cancel

Understanding why others cancel can help you assess your own situation and determine the best approach. Many customers cancel Skin and Me for entirely legitimate reasons that don't reflect poorly on the service itself. Some find their skin concerns have improved sufficiently that they no longer need prescription-strength treatment. Others experience skin sensitivity or reactions to certain active ingredients, making continued use inadvisable.

Financial circumstances change, and the ongoing subscription cost may no longer fit within your budget. Some customers prefer to try alternative treatments or wish to consult with an in-person dermatologist instead. Others simply find that the results don't meet their expectations after giving the treatment a fair trial period. In practice, dermatological treatments require patience, but if you've used the product consistently for several months without improvement, reassessing your approach is reasonable.

Pregnancy or changes in health status may also necessitate cancellation, as certain active ingredients aren't suitable during pregnancy or while taking specific medications. Whatever your reason, you have the right to cancel your subscription according to the terms you agreed to, and you shouldn't feel pressured to continue a service that no longer meets your needs.

How to cancel Skin and Me by post

Sending a formal cancellation letter by post remains the most reliable method for ending your subscription, despite the prevalence of digital communication. This approach provides you with legal proof of your cancellation request and creates a documented paper trail that protects your consumer rights.

Why postal cancellation is most reliable

When cancelling any subscription service, having verifiable proof of your cancellation request is invaluable. Email can be overlooked, filtered into spam folders, or claimed to have never been received. Online account cancellation options may have technical issues or require multiple steps that aren't completed properly. Therefore, a physical letter sent by Recorded Delivery provides indisputable evidence that you submitted your cancellation request on a specific date.

Under UK law, written notice sent by post is considered received when it would be delivered in the ordinary course of post. This means that even if the company claims they never received your letter, you can prove you sent it to their registered address. As a result, postal cancellation protects you from disputes about whether or not you provided proper notice.

Recorded Delivery adds an additional layer of protection by requiring a signature upon receipt. You receive a tracking number and can obtain proof of delivery, which shows exactly when your letter reached the company. In practice, this evidence becomes crucial if you're later charged for additional treatments or if the company claims you didn't cancel within the required notice period.

Essential information for your cancellation letter

Your cancellation letter must include specific information to be effective and legally valid. Start with your full name exactly as it appears on your Skin and Me account. Include your account email address or customer reference number to help the company identify your subscription quickly and accurately.

State clearly and unambiguously that you wish to cancel your subscription. Use direct language such as \