PRIVI Studios - Terms and Conditions: Prescription & Bespoke Products
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Introduction
These terms and conditions (the “Terms”) apply to prescription-only products you buy from us, and to our bespoke PRIVI formulations, including your subscription to the PRIVI Studios skincare service. Please read them carefully so you understand how they work.
General skincare products are covered by our Terms and Conditions of Sale.
If you have any questions about these Terms, or about PRIVI Studios, please contact us:
- By email: info@privistudios.com
- By post: 350 Lea Bridge Road, London, E10 7LD
Who we are
We are PRIVI Studios Ltd, of 350 Lea Bridge Road, London, E10 7LD. A company registered in England and Wales with company number 13477653.
Our contract with you
Accounts. To subscribe, you’ll need to create an account and provide accurate personal and contact information. You are responsible for keeping your account details up to date and your login confidential, and for all activity under your account.
Age. You must be at least 18 years old to subscribe to PRIVI or purchase our products.
Completing your skin assessment. To subscribe, you’ll complete our online skin assessment. Based on your answers, and following review by our prescriber, we will either issue your personalised PRIVI formulation, or contact you to discuss your answers or request further information before doing so.
When your subscription starts. Your subscription contract is formed, and your first payment taken, once we confirm by email that your assessment has been reviewed and your formulation approved. If we determine that your needs are not suitable for treatment via PRIVI’s subscription service, we will tell you why, and will not take payment (or will refund you in full if payment has already been taken and no products have yet been supplied).
One-off purchases. Where you purchase a product from us on a one-off basis rather than by subscription, our acceptance of your order takes place when we confirm this to you by email, at which point a contract is formed.
Your PRIVI subscription
Price and billing. Your subscription is charged monthly, at the price shown on our website at the time you subscribe (inclusive of VAT, where applicable). Payment is taken from the card or payment method you provide, and your subscription renews automatically each month unless cancelled.
Cancel anytime. You may cancel your subscription at any time, with no minimum term and no cancellation fee, by logging into your account / emailing us at info@privistudios.com. Cancelling stops future renewals; it does not entitle you to a refund for a month already charged, except where you are exercising a right set out under ‘Right to cancel’ below.
VIP early access. Customers given early access ahead of public launch may receive a discount code for their first month’s subscription payment, as communicated to them at the time. This discount applies to the first billing cycle only; from your second payment onwards, your subscription continues at the standard advertised price, unless we tell you otherwise.
Price changes. We may change our subscription price from time to time. If we increase the price, we will tell you in advance and give you the opportunity to cancel before the new price takes effect.
Failed renewal payments. If a renewal payment fails, we may retry the charge, contact you to update your payment details, or suspend your subscription until payment is received.
Prescription-only products
Consultation first. Prescription-only products can only be supplied after you have completed our online consultation and our independent prescriber has decided the product is clinically appropriate for you. Placing an order does not guarantee supply.
If we can’t prescribe. If our prescriber decides a product is not suitable for you, we will tell you and refund any payment taken for it in full.
For you only. Prescription products are supplied for the named patient only. You must not give, sell or supply them to anyone else.
Use as directed. You must use prescription products only as directed by the prescriber and in line with the information provided, and tell us about any side effects, or any changes to your health, medicines, or pregnancy or breastfeeding status.
Clinical assessment and prescribing
Not for emergencies. Our service must not be used for medical emergencies. In an emergency, contact your GP, NHS 111, or the emergency department of your nearest hospital.
Accuracy of your answers. The treatment plan and formulation we provide are based on the information you give us in your skin assessment and any consultation. You must give us complete and accurate information, including about your medical history, current medications, allergies, and pregnancy/breastfeeding status where relevant. Inaccurate or incomplete information may affect the suitability or safety of your treatment, and we are not responsible for any resulting harm.
Prescriber review. Your formulation is reviewed and prescribed by our independent prescriber, GPhC registration 2224606. We may contact you for a consultation, or request proof of ID, before issuing or continuing your prescription.
When we can’t treat you. If we determine that your needs are more acute, specific, or otherwise unsuitable for treatment through PRIVI, we will explain why. If this happens before we’ve supplied any formulation to you, we’ll cancel your subscription and refund any payment taken. If it happens after your formulation has already been supplied, we’ll cancel your subscription and no further payments will be taken.
No resupply. Your PRIVI formulation is prescribed and prepared specifically for you. You must not sell, give, or otherwise supply it to anyone else, and we accept no liability for any use of it by anyone other than you.
Delivery and products
Delivery schedule. Your PRIVI formulation is sent out approximately every 30 days once your subscription is active, so you have continuous supply. If a delivery hasn’t arrived when expected, contact us and we’ll let you know when it’s due.
Order amendment cut-off. Because each formulation is prepared specifically for you, we may not be able to accommodate changes once preparation has begun. The cut-off for amendments is 11:00, two days before your next dispatch.
Product appearance. Images and descriptions on our website are illustrative; the product you receive may look slightly different but will match its description in all material respects.
Batch variation and storage. Formulations may vary slightly between batches. You must store and use your PRIVI products in line with the instructions provided, and not use them beyond any stated use-by date. We are not liable for harm caused by failing to follow these instructions.
For your use only. Your PRIVI formulation is prepared specifically for you and must not be used by, or supplied to, anyone else.
Delivery responsibility. The products become your responsibility once delivered to the address you provided, and you own them once we’ve received payment in full.
Price and payment
All prices shown include VAT where applicable. We take reasonable care to ensure prices are correct; if we discover a pricing error, we’ll contact you before taking payment at the correct price, and you may choose to proceed or cancel.
By submitting your payment details, you authorise us to charge your card for your subscription in line with these Terms, and you confirm the payment method belongs to you or that you’re authorised to use it.
All payments are subject to approval by your card issuer and our payment provider. We are not responsible if a payment fails verification or is declined for any reason, and we may decline or decline to process a payment without giving a reason. Our payment provider may run checks on your order, including for fraud prevention.
Right to cancel
As a consumer, you normally have the right to cancel within 14 days of starting your subscription, without giving a reason, and receive a refund.
However, this right does not apply once we have prepared or supplied your personalised PRIVI formulation, as it is made specifically for you based on your own requirements. If you cancel after your formulation has been supplied, we will charge the equivalent of one month’s subscription fee and then close your account.
You also cannot exercise this cooling-off right if you’ve specifically asked us to carry out part of our service (such as a consultation) within the 14-day period.
No returns on prescription or bespoke products. Prescription-only products and bespoke formulations cannot be returned or refunded once they have been prepared, dispensed or supplied to you, as medicines cannot be re-used or re-supplied once they have left us, and bespoke formulations are made to your own requirements.
If any product we supply is faulty, damaged, or not as described, you may return it and we will either refund its value or send a replacement, plus your reasonable return costs. This is in addition to, and does not affect, your other legal rights as a consumer.
Our liability
Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law.
Subject to the above, our total liability to you, however arising, is limited to the amount you’ve paid us in the past 12 months.
Our products are provided for your personal, non-medical cosmetic use. We make no warranty beyond what’s stated in these Terms and in any information we give you directly about your treatment.
How we use your personal information
We use your personal information to supply your products, process your payment, and assess and prescribe your treatment, in line with our Privacy Policy and any consents you’ve given us. We take appropriate care to protect your data, including any health information you share as part of your skin assessment or consultations.
Other important terms
Your subscription is personal to you and cannot be transferred to anyone else. We may transfer our rights and obligations under these Terms to another organisation; if we do, we’ll tell you in writing and your rights won’t be affected.
This contract is between you and us; no one else can enforce it. If a court decides part of these Terms is unlawful, the rest will continue to apply. If we don’t immediately act on a breach of these Terms, that doesn’t stop us acting on it later.
We may update these Terms from time to time; we’ll notify you of any material changes by email, and where a change would materially affect you, give you the option to cancel.
These Terms are governed by English law, and any disputes will be subject to the exclusive jurisdiction of the English courts.