Refined Rituals Club membership terms
The short version
- The Refined Rituals Club is a 12-month skin plan with three tiers. You pay monthly for at least 12 months.
- Each month you have one treatment, chosen with your practitioner from your tier's menu, as set out in your membership schedule.
- Members get their tier's member price (10%, 15% or 20% off) on skincare in the app shop and at the clinic, and on eligible treatments at the clinic. Member prices never apply to prescription-only treatments.
- Your monthly fee is the fee recorded in your membership schedule.
- Your membership is held in our clinic system (Pabau), which is our main record (section 6.5).
- You can cancel within 14 days of joining. After that, the membership runs for 12 months, with exceptions if your circumstances change (section 10).
- Our liability in connection with your membership is limited to the fees you have paid, except for death or personal injury caused by our negligence, fraud, or anything else the law does not allow us to limit (section 12.3).
1. About these terms
1.1 These terms apply to membership of the Refined Rituals Club ("the Club"), provided 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.
1.2 When you join, we give you a membership schedule. It records your tier, your monthly fee, your start date, your billing date, the end of your first 12 months, your tier's treatment menu, your member pricing and your other tier benefits. Your schedule forms part of these terms.
1.3 Your treatments are also covered by our booking and cancellation policy and our treatment information and consent notice.
2. Joining
2.1 You must be 18 or over, and you join after a consultation with one of our practitioners, who recommends the tier that suits your skin goals. You choose whether to join.
2.2 Every treatment is subject to a consultation and to your practitioner's clinical judgement about what is safe and suitable for you. Membership is not a promise of any particular result, and results are not guaranteed.
2.3 Your membership starts on the start date in your schedule, when your first monthly payment has been taken.
3. Tiers and fees
3.1 The Club has three tiers:
| Tier | Monthly fee | Member price on eligible treatments (at the clinic) | Skincare (app shop and clinic) |
|---|---|---|---|
| The Ritual | £49 | 10% off | 10% off |
| The Signature Ritual | £99 | 15% off | 15% off |
| The Full Ritual | £179 | 20% off | 20% off |
3.2 Your monthly fee is the fee recorded in your membership schedule.
3.3 The fees shown are the full amount you pay, including any VAT.
4. Your monthly treatment
4.1 In each membership month (the month that starts on your billing date), you can have one monthly treatment chosen with your practitioner from your tier's menu (your membership schedule).
4.2 Your practitioner chooses your treatment with you each month, based on what is safe, suitable and helpful for your skin at the time. If a treatment on your menu is not suitable for you in a particular month, your practitioner will suggest another one from your menu.
4.3 Please book your monthly treatment in good time. We will help you keep a regular appointment.
4.4 Your monthly treatment does not roll over. If you do not use it in a membership month, it is lost, except that:
- if we cancel or move your appointment and cannot offer you another time in the same month, your treatment carries over to the next month; and
- if you tell us at least 48 hours before your appointment that you cannot come, we will try to rebook you in the same month; if we cannot, your treatment carries over to the next month.
4.5 A missed monthly appointment (without telling us) is treated as used for that month. The deposit rules in our booking policy do not apply to monthly treatments, because you have already paid through your fee.
5. Member pricing and other benefits
5.1 Member pricing. While your membership is active:
- treatments: member prices on eligible treatments are applied at the clinic when you pay, at the percentage for your tier in section 3.1. They apply at the clinic only;
- skincare: you get the same percentage off skincare, at the clinic and in the app shop, where the app takes it off in your basket before you pay.
5.2 Member prices never apply to prescription-only treatments, or to anything else your membership schedule lists as excluded. They do not apply to membership fees or gift cards, and they cannot be combined with other offers unless the offer says so.
5.3 Member pricing is for you only. It cannot be used for purchases for other people.
5.4 Your other tier benefits, such as a skincare product to take home at your monthly appointment, welcome gifts, priority booking and milestone treats, are listed in your membership schedule. Skincare products are chosen in clinic and are not posted.
5.5 Benefits are available while your membership is active and your payments are up to date (section 7).
5.6 You earn Refined Rewards points on eligible spending, as explained in our rewards terms. Points cannot be used to pay membership fees.
5.7 Your membership card, and any Apple Wallet or Google Wallet pass, identifies you as a member. It cannot be used to pay for anything.
6. Billing
6.1 Your monthly fee is taken from the card you give us, through our clinic system's payment provider, on your billing date each month, starting when you join.
6.2 Your first 12 monthly payments cover your first 12 months (the "minimum term").
6.3 After your minimum term, your membership continues from month to month at the same fee until you cancel (section 10.5). We will remind you before your minimum term ends and tell you how to cancel.
6.4 Please keep your payment details up to date. Deleting the Refined app does not stop your membership or your payments.
6.5 Our records. Your membership, fees and payments are held in our clinic system (Pabau), which is our main record. The Refined app shows information from it. If the app and the clinic system show something different, the clinic system's record applies, and we will correct any mistake in what you have paid.
7. If a payment is missed
7.1 If a payment fails, we will tell you and try to take the payment again. You can also pay it at the clinic or with a payment link we send you.
7.2 While a payment is overdue, your monthly treatment and member pricing are paused. They start again as soon as the account is up to date. The monthly treatment for a month you have paid for late is still available, if there is time left in that month to book it.
7.3 If a payment is still unpaid 14 days after it was due, we may end your membership by telling you in writing. You will still owe any fees that were due before it ended. If this happens during your minimum term, you also pay the early exit charge in section 10.3, as if you had chosen to leave early.
8. Pausing your membership
8.1 You can ask to pause your membership for up to 3 months in any 12 months if:
- you are pregnant or breastfeeding and cannot have the treatments on your menu;
- you have an illness, injury or medical treatment that stops you having treatments, and your practitioner agrees; or
- for another reason we agree to.
8.2 While your membership is paused, no fees are taken and no monthly treatments or member pricing apply. Your minimum term is extended by the length of the pause.
8.3 If you are pregnant or breastfeeding, your practitioner may instead suggest a monthly treatment from your menu that is suitable for you, if there is one.
9. Changing tier
9.1 You can move up to a higher tier at any time. The new tier's current fee applies from your next billing date. Your minimum term end date does not change.
9.2 You can move down to a lower tier only at the end of your minimum term.
10. Cancelling
10.1 Your 14-day cooling-off period. You can cancel within 14 days of joining, without giving a reason. We will refund what you have paid, less the monthly fee for any month in which you have already had your monthly treatment, and less the value of any welcome products you choose to keep.
10.2 During your minimum term, you can cancel without any early exit charge if:
- your practitioner decides, for clinical reasons, that the treatments on your menu are no longer suitable for you and there is no suitable alternative;
- you have a serious illness or injury that means you cannot have treatments for the rest of your minimum term;
- you move to live more than 25 miles from the clinic;
- we make a change to your membership that is significantly to your disadvantage (section 11.3); or
- we have seriously broken these terms.
We may ask for reasonable evidence. Your membership ends at the end of the membership month in which you tell us.
10.3 If you want to leave early for any other reason, you can, by paying an early exit charge of 50% of the monthly fees remaining in your minimum term. Your membership ends at the end of the membership month in which you tell us.
10.4 You cannot keep member pricing after your membership ends.
10.5 After your minimum term, you can cancel at any time by giving us 30 days' notice. You pay the fees due until your membership ends.
10.6 To cancel or pause, tell us in writing, in the app, by email to [email protected], or at the clinic. We will confirm your end date in writing.
10.7 We may end your membership by telling you in writing if you seriously break these terms or our booking policy, or if you are abusive towards our team. You will still owe any fees due before it ended.
10.8 If a member dies, the membership ends and no further fees are taken.
11. Changes
11.1 The monthly fee in your membership schedule does not change during your first 12 months.
11.2 Standard fees stay the same for your first 12 months. After that we may change them by giving you at least 30 days' notice, and you can cancel before the change takes effect without charge.
11.3 We may change a treatment on a tier's menu, or a benefit, for a valid reason, for example if a product is withdrawn or changed by its manufacturer, for clinical safety, or because of a change in the law or professional guidance. We will replace it with something comparable where we can and tell you in advance. If a change is significantly to your disadvantage, you can cancel without an early exit charge.
11.4 We may change these terms for a valid reason, such as a change in the law. We will tell you at least 30 days before a change that affects you. Changes never increase your fee during your minimum term.
11.5 If we are unable to provide your monthly treatments for more than a month, for example because of a practitioner's illness, we will pause your fees, or extend your membership, for the time you could not be treated.
11.6 If we ever close the Club or the clinic, we will give you as much notice as we can, stop taking fees, and refund any fee you have paid for a month you cannot use.
12. Other important terms
12.1 Your membership is personal to you and cannot be transferred to anyone else.
12.2 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 rights will not be reduced.
12.3 Our responsibility to you. Our responsibility for each treatment is set out in our booking and cancellation policy (section 15). 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 in connection with your membership is limited to the membership fees you have paid, and we are not responsible for loss that is not foreseeable, for indirect or consequential loss, or for business losses. Results vary and are never guaranteed. Nothing in these terms limits your legal rights.
12.4 If you have a complaint, please see our complaints procedure.
12.5 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.
Cancellation form (cooling-off period)
To: Rachel Storey, trading as Refined Medical Aesthetics, Double Row, Seaton Delaval, Whitley Bay, NE25 0PP. Email: [email protected].
I give notice that I cancel my Refined Rituals Club membership. Tier: · Joined on: (date)
Name: · Address: · Signature (only if you send this form on paper): · Date: