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Terms of use for the Refined app

Version 1.0 · Last updated: 29 September 2026

The short version

1. About these terms

1.1 These terms apply when you download, sign in to or use the Refined app ("the app"). Please read them before you accept them. You can read them again at any time in the app and at refinedmedicalaesthetics.uk/legal/app-terms-of-use.

1.2 The app is provided by Rachel Storey, trading as Refined Medical Aesthetics (a sole trader) ("we", "us", "our"). Our address is Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. You can contact us at [email protected] or on 07583 321635.

1.3 Treatments at the clinic are carried out by our qualified practitioners, and your booking tells you who your practitioner is. Our founder, Rachel Storey, is an NMC-registered nurse.

1.4 By accepting these terms in the app, you agree to them. If you do not agree, please do not use the app.

1.5 Other terms apply to particular things you do through the app. They form part of your agreement with us when you use that feature:

1.6 Our treatment information and consent notice explains how consultations, consent and aftercare work. Our complaints procedure explains how to raise a concern.

1.7 Our privacy notice explains how we use your personal information.

1.8 If these terms and the specific terms in 1.5 say different things about the same subject, the specific terms apply to that feature.

2. Who can use the app

2.1 You must be 18 or over. You confirm this when you create your account. We may ask for proof of age at the clinic. If we find that an account belongs to someone under 18, we will close it.

2.2 The app is for your own personal use as a client, or prospective client, of the clinic. It is intended for use in the United Kingdom.

2.3 One account per person. Sign up with your own email address or mobile number, and do not create an account for anyone else.

2.4 If you are already a client, we may link your app account to your clinic record once we are satisfied it is you. We never link an account on a matching name alone.

2.5 Please keep your contact details up to date so that sign-in codes and important messages reach you.

3. Your account and signing in

3.1 You sign in with a one-time code sent to your email address or mobile phone. Keep your email account and phone secure, and never share a sign-in code with anyone. We will never ask you for one.

3.2 You can switch on the optional app lock (for example Face ID or a fingerprint) for extra protection on your device.

3.3 Tell us straight away at [email protected] if you think someone else has used your account. We may pause access while we check.

3.4 We are not responsible for loss caused by someone else using your sign-in codes or your unlocked device, unless it happened because we did something wrong or failed to take reasonable care.

4. Your licence to use the app

4.1 We give you a personal, non-exclusive, non-transferable licence to download and use the app on a device you own or control, for your own non-commercial use, in line with these terms and the rules of the app store you downloaded it from. The licence ends if your account is closed.

4.2 We, or the people who license material to us, own the app and everything in it, including its software, design, text, images, videos, voice notes, leaflets and the Refined name and logo. You may keep copies of documents we give you, such as your aftercare leaflets and invoices, for your own use.

4.3 You must not copy, change, sell or distribute the app, or decompile or reverse-engineer it, except where the law allows this.

4.4 We may release updates. Some updates may be needed for the app to keep working. We do not promise that the app will work on every device or on older versions of iOS or Android.

5. Using the app properly

5.1 You must not:

5.2 If you break these rules, we may take the steps in section 12.

6. What the app does, and when it is available

6.1 The app lets you, among other things, book and manage appointments, prepare for your appointments, see your Skin Plan and course tracker, shop for skincare, buy and use gift cards and clinic credit, earn and use rewards, book events and receive messages from the clinic. Some features are only for members, and some may be introduced gradually.

6.2 Our clinic system is our main record. Your appointments, payments and deposits, forms and consents, clinical records, membership and gift card balances are held in our clinic system (Pabau). The app shows information from it and passes your requests to it. If the app and the clinic system show something different, the clinic system's record applies. Information in the app can be delayed, and when the app cannot confirm something, it will say so rather than guess.

6.3 We do not promise that the app will always be available, up to date or free from errors. We may suspend or limit it for maintenance, for security, for legal reasons or because a provider we rely on has a problem. We will try to give notice when we can.

6.4 We may change, add or remove features for a valid reason, for example to reflect a change in the law, to improve the app, for security, or because a provider changes its service. This does not affect orders, bookings, gift cards, credit or memberships you already have, which follow their own terms.

6.5 Prices in the app are the prices at the time you look. The price you pay is always confirmed before you pay.

7. The app is not medical advice

7.1 Content in the app, such as stories, tips, Today's skin, quizzes, routines, aftercare leaflets and care reminders, is general information to support your care. It is information only. It is not medical advice or a diagnosis, and it does not replace a consultation or personal advice from your practitioner, your GP or another healthcare professional.

7.2 Always follow the advice your practitioner gives you personally. If something in the app seems to say something different, follow your practitioner's advice and ask us.

7.3 Do not use the app to get urgent medical help. If you think you are having a serious reaction or a medical emergency, call 999 or go to A&E. For urgent advice that is not an emergency, call NHS 111. Then let us know.

7.4 Reminders in the app (for example "session due" or "review due") are a convenience. They are not a clinical instruction and they can be wrong or late. Your practitioner decides at your appointment whether a treatment is right for you.

7.5 We may message you in the app, by email, by text, by WhatsApp or by push notification about your care, appointments and orders. Our team writes our messages, and some are scheduled and sent automatically at times we choose. If something is urgent, please phone rather than rely on a message.

7.6 Marketing messages are only sent if you have said yes to them, and you can switch each channel off at any time in the app. Saying yes to texts also covers marketing messages we send you on WhatsApp. We do not send offers between 8pm and 9am, and the app does not send push notifications between those times.

8. The skin scan

8.1 The skin scan is optional. You must be 18 or over, and you may only scan your own face.

8.2 Not a medical device. It doesn't diagnose any condition. Speak to a healthcare professional about any skin concern. The scan gives estimates of how your skin looks in the photo, and its results are indicative only. Lighting, camera, make-up and position all affect the result, and results can vary from one scan to the next.

8.3 Your photo stays on your phone. The scan is worked out on your phone and the photo is then deleted; we never receive it. If you choose to save your results, only the numbers are saved. Sharing them with our clinical team is a separate choice. Our privacy notice explains this in full.

8.4 The "with consistent care" view is a simulation, not a prediction of your result. Results vary, and a consultation is needed.

8.5 The scan does not look at moles or marks. If a mark is new, changing, bleeding or itchy, please see your GP.

8.6 Anything the scan suggests you might talk about is a starting point for a conversation with your practitioner. It is not a recommendation that any treatment is suitable for you.

8.7 We may change the scan, limit parts of it (such as saving results) or switch it off.

9. Consultations and clinical decisions stay with your practitioner

9.1 Nothing in the app, including Skin Plans, course trackers, scan results, suggestions, offers or prices, is a promise that a treatment is suitable for you or that you will be treated.

9.2 Every clinical decision is made by your practitioner after a consultation with you. They may recommend a different treatment, suggest no treatment at all, or decline to treat.

9.3 A Skin Plan sent to you in the app is your practitioner's recommendation at the time, and it is valid until the date shown. Accepting a plan does not book or charge anything.

9.4 Prescription-only treatments are only given after a face-to-face consultation, and when an appropriately qualified prescriber has prescribed them. The app never shows prices for them, and they are never part of rewards, offers or gift card promotions.

9.5 Your clinical consent forms are completed in our clinic system, not in the app.

9.6 Results vary from person to person and are never guaranteed.

9.7 Your part. Please give us accurate and complete information about your health, medicines and previous treatments, keep it up to date, and follow the aftercare you are given. To the extent the law allows, we are not responsible for harm that results from information you did not give us when we asked for it, or from not following your aftercare.

10. Payments and purchases

10.1 The app never stores your card details. Shop orders and gift cards are paid through Stripe on a secure payment screen. Treatment payments and deposits are taken on our clinic system's secure payment page. Klarna may be offered for some payments, subject to Klarna's approval.

10.2 What you buy, and your rights, are covered by the specific terms listed in section 1.5.

11. Other companies' services

11.1 The app relies on services from other companies, for example Pabau (our clinic system for appointments, payments, consent forms and clinical records), Stripe (payments), Klarna (pay later, where offered), Shopify (our separate online shop), Brevo (our email and text message provider), Apple and Google (app stores, push notifications and wallet passes) and Google (reviews).

11.2 When you use another company's service through the app, such as Klarna, Google reviews, Apple Wallet, Google Wallet, WhatsApp or our clinic system's online forms and payment page, that company's own terms and privacy policy also apply. Some agreements are directly between you and that company; for example, if you pay with Klarna, Klarna is your lender.

11.3 We choose these companies carefully, but their services are governed by their own terms, and we are not responsible for their failures, delays or mistakes, except where the law says we are. Links to websites we do not run are there for convenience only.

12. Suspending or closing your account

12.1 You can stop using the app at any time.

12.2 We may suspend or close your account, or stop you using particular features such as rewards, if:

12.3 We will tell you why, unless the law or a security reason stops us, and where it is reasonable we will give you the chance to put things right first.

12.4 We may decide to stop offering the app. If we do, we will give you at least 30 days' notice where we can, and tell you what happens to your points, clinic credit, gift cards and bookings.

12.5 Closing your app account does not cancel your bookings, your membership, any Klarna agreement, or orders you have already placed. Please contact us about those.

13. Deleting your account

13.1 You can delete your account in the app at any time. Your account closes straight away and we then erase the information the app holds about you, such as your sign-in, notification settings, saved scan numbers, baskets, activity and referral code. Our privacy notice explains what is erased and when.

13.2 Some records have to be kept. Orders, payments and invoices are kept for 6 years for UK tax purposes, and invoices and delivery orders include the name and address given for them. Records of what you agreed to, such as these terms and your consents, are kept for 6 years after your account closes. Your clinical records are held by the clinic in Pabau and are not deleted by the app; please ask us about those.

13.3 Deleting your account ends your Refined Rewards points. Please check your clinic credit and gift cards first: our gift cards and clinic credit terms explain what happens to them.

13.4 Deleting your account does not cancel your membership, upcoming bookings, orders or any Klarna agreement.

13.5 Deletion cannot be undone. If you come back later, you will need a new account.

14. Our responsibility to you

14.1 If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or of our failure to use reasonable care and skill. Loss or damage is foreseeable if it was obvious it would happen, or if you and we both knew it might happen when you started using the app.

14.2 What we never limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence or the negligence of anyone working for us, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude. Your legal rights as a consumer are not affected.

14.3 The app is for personal use. We are not liable to you for any business losses, such as loss of profit, business or opportunity. We are not responsible for loss or damage that is not foreseeable, or for indirect or consequential loss (loss that does not follow naturally from the problem and that neither of us could reasonably have expected).

14.4 The £100 limit. The app itself is provided free of charge. Apart from the liability described in 14.2, our total liability to you for all claims arising from your use of the app, its content and the skin scan is limited to £100. This limit does not apply to treatments, products, gift cards, clinic credit or memberships, which are covered by their own terms.

14.5 We are not responsible for:

14.6 If digital content we have supplied damages a device or digital content belonging to you, and the law gives you a remedy for this, we will either repair the damage or pay you compensation.

15. Changes to these terms

15.1 We may change these terms to reflect a change in the law or in regulatory guidance, for security, because we add or change features, because a provider changes its service, to make them clearer, or for another valid reason we explain at the time.

15.2 We will tell you in the app before a significant change takes effect, normally at least 30 days before, unless the change must be made sooner for legal or security reasons. For significant changes we may ask you to accept the new version before you carry on using the app.

15.3 If you do not accept a change, you can stop using the app and delete your account. A change does not affect orders, bookings, memberships or gift cards you have already agreed to, except as their own terms allow.

15.4 Each version of these terms is dated and kept. You can ask us for a copy of an earlier version.

16. Apple and Google

16.1 If you downloaded the app from the Apple App Store:

16.2 If you downloaded the app from Google Play, Google Play's own terms also apply, and Google is not responsible for the app.

17. Other important terms

17.1 We may transfer our rights and obligations under these terms to another organisation, for example if the business is sold. We will tell you, and we will make sure the transfer does not reduce your rights. You may not transfer your account or your rights under these terms to anyone else.

17.2 Nobody else has any rights under these terms, except Apple as set out in section 16.

17.3 If a court decides that part of these terms is unlawful, the rest will still apply.

17.4 If we do not insist straight away that you do something you should do, we can still insist on it later.

18. Complaints, law and courts

18.1 If you are unhappy with anything, please tell us. Our complaints procedure explains what happens next.

18.2 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, you can bring them in Scotland or in England and Wales. If you live in Northern Ireland, you can bring them in Northern Ireland or in England and Wales.

19. Contact us