Refined Rewards: points, referrals and reviews
The short version
- Refined Rewards is our points programme. Clients with a Refined app account can earn points.
- You earn points on shop orders, on treatments that are not prescription-only, for referring a friend, for leaving a Google review, for your weekly skincare ritual and on your birthday.
- You earn 5 points for every £1 actually paid on eligible treatments and skincare, after discounts and credit.
- Every 500 points can be turned into £5 of clinic credit, to spend at the clinic or in the app shop.
- A friend you refer gets 10% off their first treatment, as long as it is not a prescription-only treatment.
- You get 100 points for leaving an honest Google review, whatever rating you give and whatever you write, at most once every 3 months. Your review must say that you received points, using the sentence in section 6.
- Points are never earned on, or used for, prescription-only treatments.
- Points have no cash value.
1. About the programme
1.1 Refined Rewards ("the programme") is run by Rachel Storey, trading as Refined Medical Aesthetics (a sole trader) ("we", "us", "our"). These terms sit alongside our app terms of use.
1.2 You join automatically when you create a Refined app account. You must be 18 or over. Members of our team, and people who live with them, cannot earn points.
1.3 The programme is free. It is not a membership and it is separate from the Refined Rituals Club, although members earn points too.
2. Points: the basics
2.1 Your points balance, and every addition and deduction, is shown in the app.
2.2 Points have no cash value. They cannot be exchanged for cash, sold, transferred to anyone else or combined with another person's points.
2.3 Points are added once we have confirmed the thing that earns them, for example once our clinic system confirms that your treatment took place and was paid for, or once your shop order is paid.
2.4 If something that earned you points is cancelled, refunded or reversed, we remove those points. We never change past entries: we add a new entry that corrects the balance.
2.5 If you think your points are wrong, tell us within 3 months and we will check.
3. Earning points
3.1 You can earn points for the activities shown in the app under "Ways to earn". The app always shows the current number of points for each one. At launch these are:
| Activity | Points | When they are added |
|---|---|---|
| A treatment at the clinic that is not prescription-only | 5 points for every whole £1 you pay | When our clinic system confirms the treatment was completed and paid for |
| An order in the app shop | 5 points for every whole £1 you pay | When the order is paid |
| Leaving an honest Google review | 100 points, at most once every 3 months | When you return to the app from our Google review page (section 6) |
| A friend you referred has their first eligible treatment | 1,000 points | When the friend's treatment is confirmed (section 5) |
| Your weekly skincare ritual: logging your routine in the app on the number of days in a week (Monday to Sunday) shown under "Ways to earn" | 25 points per completed week | After the week ends |
| Your birthday | 500 points, once a year | Around your birthday, if you have told us your birthday in the app (section 7) |
3.2 You do not earn points on:
- prescription-only treatments;
- membership fees;
- buying gift cards, or the part of a visit or order paid with gift card credit;
- any part of a payment made with clinic credit or points; or
- anything that is later cancelled or refunded.
3.3 We calculate treatment points on the whole visit: the listed price, less the Refined Rituals Club discount that applies to that visit, less app credit or gift card credit used, with a minimum of zero. A deposit and the later balance count as one treatment and earn points once. Skincare points are on the amount actually paid after discounts and credit.
3.4 Some activities only earn points while we have them switched on. If an activity is not shown in the app, it does not currently earn points.
4. Using your points
4.1 100 points = £1 off. You can turn points into clinic credit in blocks of 500 points = £5. You can use the credit on an eligible visit from your appointment or booking confirmation in the app, ask us to apply it at the desk, or spend it in the app shop. We need your app account linked to your clinic record and a bill for the visit before we can apply credit to it.
4.2 Credit from points can be used in the app shop and at the clinic, but never for a prescription-only treatment. It expires 12 months after it is added. Our gift cards and clinic credit terms explain how credit works.
4.3 Some rewards are shown as something to open, such as an envelope or a card to reveal. The reward is decided by these rules before you open it. Opening it is not a game of chance and does not change what you receive. You can always see the reward without the animation.
4.4 We record app credit as a payment on your Pabau clinic bill. The app shows when it is being applied and when it has been taken off your bill. While we check a payment, that credit is held so it cannot be used twice. If we confirm that it failed, or confirm that a cancelled visit’s credit has been removed from the bill, we return it to your available credit. We can help at the desk if a check takes longer.
4.5 App gift cards bought by card use the same bill process, shown separately as gift card credit. The clinic website also offers Pabau gift cards. Purchased or gift credit may be used for prescription-only care where appropriate; rewards credit may never pay a bill that includes prescription-only care.
4.6 Points cannot be used to pay membership fees or to buy gift cards.
5. Referring a friend
5.1 When referral sharing is switched on in the app, you can get a personal referral code. Codes last 90 days.
5.2 Your friend must:
- be 18 or over and new to the clinic (never a client of ours before, under any name or contact details);
- enter your code in their own Refined app account before their first treatment; and
- attend their first eligible treatment within 90 days of entering your code. Prescription-only treatments and free consultations are not eligible.
5.3 When your friend's first eligible treatment has been confirmed and paid for, you receive the referral points shown in the app. Your friend gets 10% off that first eligible treatment, taken off when they pay for it. The 10% never applies to a prescription-only treatment or to a free consultation, cannot be combined with another offer or with member pricing unless the offer says so, and has no cash value.
5.4 Each friend can only be referred once, and only one referral code can be used by each friend. You cannot refer yourself, including through a second account.
5.5 If the treatment is cancelled, refunded or not attended, or the referral breaks these terms, no points are given, and any points already given are removed.
5.6 To protect your friend's privacy, you will only see how many referrals are pending or confirmed. We never tell you who used your code or anything about their treatment.
5.7 Only share your code with people you know who would welcome it. Please do not post it on public websites, coupon or deal sites, or in paid adverts, and do not send it to people who have not agreed to hear from you. We never ask you for your friends' contact details.
5.8 When a prize draw is running, a referral may also give you an entry. The competitions and prize draws page explains how.
6. Points for an honest Google review
6.1 After you have been to the clinic, the app may invite you to leave a Google review. Everyone who can be invited receives the same neutral invitation. You do not have to leave a review.
6.2 You receive 100 points for leaving an honest review, whatever rating you give and whatever you write. The points never depend on your review being positive. We never ask for, see or record your rating or your words.
6.3 Your review must say that you received points. Please include this sentence, preferably at the start of your review:
"I received 100 reward points from Refined Medical Aesthetics for leaving this review. The points did not depend on my rating or what I wrote."
6.4 Before you go to Google, the app shows you exactly what you will receive and asks you to include this sentence. The points are added when you come back to the app from our official Google review page. Google does not tell us whether you posted a review, so we trust you: please only use the link if you are going to leave an honest review.
6.5 Your review must be your own honest opinion about an appointment you actually had. Do not review on someone else's behalf, and do not post more than one review for the same appointment. It is against the law to write or commission fake reviews.
6.6 Please describe your experience in your own words, without naming any prescription-only medicine or medicine brand.
6.7 You can earn review points only after an appointment that the app invites you to review, and at most once every 3 months (we count 90 days from the last time you received review points). Google lets you post one review for a business; you can update it after a later appointment, keeping the sentence in 6.3.
6.8 We do not invite you to review, and no review points are given, while you have an open complaint or a concern about a reaction or your safety, after a missed appointment, or if you have told us you do not want to be asked. You can tap "Never ask me again" at any time.
6.9 Google's own rules. Google may not allow reviews that have been rewarded, even when the reward is disclosed, and Google may remove reviews or take other action under its own policies. We cannot control this. If Google removes your review, we will not take your points back unless you broke these terms.
6.10 If we find that a rewarded review does not include the sentence in 6.3, we may ask you to add it. If it has not been added within 14 days, we may remove those points. We will never remove points because of your rating or what you wrote.
6.11 We only give points for reviews on our official Google page, reached through the app.
7. Birthdays and occasion offers
7.1 If you tell us your birthday in the app (day and month only), you receive 500 points once a year, around your birthday. Telling us is optional.
7.2 Some years we may also offer a birthday gift. If we do, the app shows what it is, what it applies to and how long you have to use it. Birthday gifts go only to clients who have said yes to offers on at least one channel, and they never include a prescription-only treatment.
7.3 From time to time the app may show you an offer for an occasion, such as a birthday or a season. Each offer shows what it includes, what it applies to and when it ends. Unless it says otherwise, an offer cannot be combined with another offer or with member pricing, has no cash value and applies only to you.
7.4 Offers never apply to prescription-only treatments.
8. Do points expire?
8.1 Points do not expire while your account is open.
8.2 If we decide to introduce an expiry date for points, we will give you at least 90 days' notice, and points you already have will last at least that long.
8.3 Your points end if your account is deleted or closed.
9. Fair use, fraud and misuse
9.1 We may withhold or remove points, pause your use of the programme or close your account (see our app terms of use, section 12) if we reasonably believe that you have:
- opened more than one account, or used someone else's;
- referred yourself, invented a referral or referred an existing client;
- tried to earn points for something that did not happen, was cancelled or was refunded;
- posted a fake review, or a review without the disclosure in 6.3 after we asked you to add it; or
- otherwise acted dishonestly or broken these terms.
9.2 We will tell you what we have done and why, unless the law or a security reason stops us. If you disagree, tell us and a different member of our team will review the decision.
10. Changes to the programme
10.1 We may change these terms or the points for an activity for a valid reason, such as a change in the law, in our costs or in the treatments we offer. We will show changes in the app before they take effect. If a change reduces the value of the programme to you, we will give you at least 30 days' notice.
10.2 We may end the programme. If we do, we will give you at least 90 days' notice so you can use your points, unless the law requires us to end it sooner.
10.3 Changes never remove points you have already earned, except as allowed by 2.4 and section 9.
11. Prescription-only treatments
11.1 Prescription-only treatments never earn points. Rewards credit cannot pay a bill that includes prescription-only treatment. Referral discounts, birthday offers and other rewards never apply to prescription-only treatment. Purchased or gift credit is separate and may be used to pay for appropriate care.
11.2 The app never shows prices for prescription-only treatments.
12. Other important terms
12.1 The programme is free, so our responsibility to you is as set out in our app terms of use (section 14), including the £100 limit. Points and reward credit are a free extra with no cash value, and we are not responsible if points are delayed because another company's service, such as our clinic system, is unavailable. Nothing in these terms limits your legal rights, or our liability for anything the law does not allow us to limit.
12.2 If you have a complaint, please see our complaints procedure.
12.3 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.