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Gift cards and clinic credit terms

Version 1.0 · Last updated: 29 September 2026

The short version

1. About these terms

1.1 These terms apply to Refined gift cards bought in the Refined app and to clinic credit held in your Refined app account. They sit alongside our app terms of use.

1.2 Gift cards are issued by Rachel Storey, trading as Refined Medical Aesthetics (a sole trader) ("we", "us", "our"), Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. Contact us at [email protected] or on 07583 321635.

1.3 In these terms, the buyer is the person who buys a gift card, and the holder is the person who has the code or has added it to their account.

2. Buying a gift card

2.1 You need a Refined app account to buy a gift card, so you must be 18 or over.

2.2 In the app, gift cards are available from £25 to £250. You choose a design, an amount in that range, the recipient's name, who it is from, an optional message of up to 240 characters, how it should be delivered and the day it should arrive. Other amounts may be available at the clinic, under the terms in 12.1.

2.3 Your message must not contain links, anything offensive, or any mention of prescription-only treatments. The app will not accept some words.

2.4 You pay through Stripe's secure payment screen in the app. The gift card is only created once our payment provider confirms your payment to us. The app shows "awaiting payment" until then.

2.5 If a purchase is not paid within 24 hours of starting it (or within 7 days, if a payment was started but not completed), it lapses and no gift card is created. If a payment still reaches us after that, we will refund it, or issue the gift card if you ask us to.

2.6 We send the buyer a receipt showing the amount, the delivery details and the expiry date.

3. Delivery

3.1 You can choose to have the gift card:

3.2 You can choose a delivery day from today up to 3 months ahead. Emails and texts are sent on that day. Remember that the 12 months to use the gift card start on the day you buy it (section 6.1).

3.3 Please check the recipient's details carefully. We are not responsible if a gift card goes to the wrong person because the details given to us were wrong, but please tell us straight away and we will try to help (section 8).

3.4 For security, we create the code at the moment it is sent or shown, and we keep only a fingerprint of it and its last four characters. Nobody at the clinic can see or resend a code. If you choose to share or print, the code is shown to you once only, so please save it.

3.5 The app shows whether each gift card has been paid for, scheduled, sent, delivered and redeemed.

4. Redeeming a gift card

4.1 A gift card code looks like this: ABCD-EFGH-JKLM-NP23. To use it, the holder adds the code to their own Refined app account. We are happy to help with this at the clinic.

4.2 When a code is added, its full value becomes clinic credit on that account. From then on it belongs to that account and cannot be moved to anyone else.

4.3 A code can only be redeemed once, and only before it expires.

5. Clinic credit

5.1 Clinic credit is value held in your Refined app account. It can come from:

5.2 Your balance, where each amount came from and when it expires are shown in the app. Your balance is always worked out from your history; it is never typed in by hand. Our clinic system (Pabau) is our main record. If the app and our records ever show different balances, we check our payment records and correct the difference, and you will not lose value you paid for because two records disagree.

5.3 When you use credit, the credit that expires soonest is used first.

5.4 In the app shop, you can put credit towards an order before you pay. At least 30p of each order must be paid by card or another payment method (section 6 of our terms of sale).

5.5 At the clinic, tell us before you pay that you would like to use your credit, and we will take it off your bill and record it in your account.

5.6 Credit from a gift card, or a refund given as credit, is money that was paid, so it can be put towards any treatment or product at the clinic, subject to your consultation and your practitioner's judgement about what is suitable for you.

5.7 Credit that came from rewards or goodwill cannot be used for prescription-only treatments.

5.8 Credit cannot be used to pay membership fees or to buy gift cards, and it cannot be exchanged for cash, except where the law requires.

5.9 Mistakes are corrected with a new entry that puts things right; nothing is deleted. If you think your balance is wrong, contact us.

6. Expiry

6.1 A gift card, and the credit it becomes, expires 12 months after the date the gift card was bought. The expiry date is shown before you pay, on the email or text, and in the app. If you schedule delivery for a later day, the expiry date does not move, so the recipient has less than 12 months to use it.

6.2 Other credit expires on the date shown for it in the app. Rewards credit and refund credit expire 12 months after they are added. Goodwill credit expires on the date we tell you when we add it, which will be at least 6 months later.

6.3 After its expiry date, unused credit can no longer be used and is removed from your balance.

6.4 If credit is returned to you after its expiry date, for example because an order is cancelled or refunded, we will add it back with a new expiry date at least 30 days later.

7. No cash value

7.1 Gift cards and clinic credit have no cash value. They cannot be exchanged for cash, sold or used as payment anywhere except with us, and a redeemed gift card cannot be transferred to another account.

7.2 This does not affect your right to a refund where the law gives you one, including under section 9.

8. Lost, stolen or misused codes

8.1 Please keep codes safe and treat them like cash. Anyone who has the code can redeem it.

8.2 If a code is lost or stolen before it has been redeemed, the buyer can ask us to cancel it and issue a replacement code for the unused value, with the same expiry date. We may ask for proof of purchase. We cannot replace a code that has already been redeemed, unless it was redeemed because of our mistake.

8.3 We may cancel a gift card, or remove credit, that was bought or obtained by fraud, with a stolen payment method or in breach of these terms. We will tell the account holder why, unless the law or a security reason stops us.

9. Changing your mind and refunds

9.1 Your 14-day right to cancel. The buyer can cancel a gift card within 14 days of buying it, without giving a reason, as long as the gift card has not been redeemed. We will cancel the code and refund the price in full to the payment method used, within 14 days of being told.

9.2 After 14 days, or once a gift card has been redeemed, we do not give refunds for a change of mind, but this does not affect your other legal rights.

9.3 If we cannot provide the treatments or products you want to use your credit on, for reasons that are our responsibility, we will refund the unused credit that came from a gift card or refund.

9.4 If we ever decide to stop offering gift cards or to close the clinic, we will give at least 60 days' notice where we can, so that you can use your credit, and we will refund unused credit that came from a gift card or refund if you cannot reasonably use it.

10. Deleting your app account

10.1 Before you delete your account, the app shows any credit you still have. Please use it first.

10.2 If you delete your account while you still have credit from a gift card or a refund, we keep a record of that balance and will honour it at the clinic until its expiry date, if you contact us and we can match you to the deleted account (for example from the email address or mobile number you used to sign in). Credit that came from rewards or goodwill ends when your account is deleted.

10.3 Gift cards you bought for someone else are not affected when you delete your own account, as long as they have been paid for. A gift card purchase that has not yet been paid for lapses.

11. Prescription-only treatments

11.1 We never sell, design or promote gift cards for prescription-only treatments, and gift card messages, designs and emails never name them.

11.2 The app never shows prices for prescription-only treatments.

11.3 Credit from rewards or goodwill can never be used for a prescription-only treatment (section 5.7).

12. Other important terms

12.1 Gift vouchers bought through our clinic system or at the clinic, rather than in the app, are covered by the terms shown when you buy them.

12.2 We may update these terms for a valid reason, such as a change in the law. A change does not reduce the value or shorten the expiry date of a gift card already bought.

12.3 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 your gift cards and credit will not be reduced.

12.4 Our responsibility to you. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude. Apart from that, our total liability to you for a gift card is limited to the price paid for it, and for other clinic credit to the amount of that credit. We are not responsible for loss that is not foreseeable, for indirect or consequential loss, for business losses, or for the failures of other companies' services, such as Stripe or an email or text provider, except where the law says we are. Nothing in these terms limits your legal rights.

12.5 If you have a complaint, please see our complaints procedure.

12.6 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.