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These terms and conditions (referred to as the “Terms” in the remainder of this document) apply to your subscription to the Klira service, and our supply of the Klira treatments. Please do read these Terms carefully to ensure you fully understand how our subscription service works. If you have any question about these terms, or the Klira service, please do not hesitate to get in contact in any of the following ways:
By email to: dermteam@klira.skin
By post to: Kemp House, 160 City Road, London, United Kingdom, EC1V 2NX.
We are Klira Ltd, a company registered in England and Wales with company registration number 13184286. Our registered address is Kemp House, 160 City Road, London, United Kingdom, EC1V 2NX.
If you wish to subscribe to Klira please complete the ‘New Account’ section of our website. Once this has been completed you will be prompted to complete our detailed skin assessment test which will enable us to assess your specific needs, the formulation of the Special, and the treatment plan that is best for you.
Once you have completed the skin assessment test one of our team will review the results and, if they determine no further information is needed from you, will issue your treatment plan, and bespoke Special formulation. This will then be sent out to you within 5 days of us confirming your plan is ready.
If, upon reviewing your skin assessment test answers, our team wishes to discuss the results with you, or require further information, we will contact you, using the contact information provided to us when you setup your account, to arrange for a consultation. This consultation will be free of charge. Following this consultation we will then issue you with your treatment plan, and bespoke Special formulation. This will then be sent out to you within 5 days of us confirming your plan is ready.
There may be situations where we determine that your requirements are more specific, or acute, such that the Klira treatments are not appropriate for your needs. In such circumstances we will explain our reasoning for having come to this conclusion. If this situation occurs at the outset of your Klira subscription, and we have not yet provided any Klira treatments to you, we will cancel your Klira subscription and will refund all money you have paid to us. If this situation occurs partway through your treatment plan, we will suspend your subscription indefinitely. If this suspension is part-way through a 3 month subscription plan, we will refund you a pro-rata amount of the balance of your subscription that will not be used (for example, if this occurs in the second month of a 3 month subscription, we will refund you 1/3rd of your last subscription payment).
Your subscription to Klira includes the following:
We will send your treatments out to you at the same time each month, to ensure that you always have the right amount needed to follow your treatment plan. Your Special will be sent out by our Pharmacy partner at around the same time as your other treatments, but will arrive separately.
If you believe any of your treatments, or your Special, have not arrived when they should have done please contact us and we will let you know when your next delivery is due.
We offer a couple of payment plans for your subscription to Klira. You can either pay for your subscription on a month-by-month basis, at the price stated on our website, or you can pre-purchase 3 months in advance, at a discount compared to paying monthly, at the price stated on our website.
If you have purchased a 3-month subscription package you can, at any point prior to it renewing, convert it into a monthly subscription by updating your account details on our website.
Payment must be made in advance of the subscription term. Unless you cancel your subscription (see the ‘Cancelling Your Subscription’ section of these Terms below for information on how to do this), your subscription will automatically renew for the same subscription term at the end of the then current subscription term.
We may, on occasions, need to increase the price of your subscription package. We will give you at least 1 month’s notice of any price increase, and the updated price will take effect on your next subscription term renewal.
We accept all major credit and debit cards and will store you card details for future payments. All payment card information is kept securely and is not disclosed to anyone other than our payment provider.
If, for any reason, we are unable to successfully take a payment from you we will contact you using the contact information you have provided to us to notify you of the failed payment and to ask for updated, or alternative, payment information. If, after 2 weeks, we have not been provided with updated, or alterative, payment information we will suspend your account and no further deliveries of your Klira treatments, or Specials, will be made to you. You will still be liable for the balance of your subscription, which we will seek to recover from you, but your account will not automatically renew at the end of the then current subscription term.
In addition to your Klira subscription, we offer for sale a range of other Klira products on our website. All you need to do is add the product(s) you want to the basket and complete the checkout process. The delivery charges will be calculated as part of the checkout process.
Once you have placed your order we will send you a confirmation of your order, and will also let you know when your order has been despatched. If, for some reason, we are unable to supply the product you have ordered, for example because it is out of stock, we will cancel your order and you will not be charged.
The product that you receive may be different in appearance and may not exactly match that shown on your device.
If you would like to book a consultation with one of our dermatologists you can do so via your Klira account on the website. The price for any consultation will be as stated on our website and must be paid in advance of the consultation taking place.
All consultations will take place via video call. We do not do in-person appointments. We use industry leading video calling technology to ensure that the call is secure. The dermatologist will ensure that they are conducting the call in a manner so that no one else can hear, or be party to the call. We strongly recommend that you do the same, to maximise the value of the time with the dermatologist, and to ensure the confidentiality of any information that is discussed.
The dermatologist may ask for you to provide further information separately from the call, such as photographs, or medical notes from your GP. In these circumstances we will provide you with a means of transferring any such information to us
Our dermatologists can only advise based on the information that you give them. Please ensure that you are honest, and accurate, when responding to any questions the dermatologist may ask, as we cannot be responsible if advice provided, or treatments prepared, are not suitable for you based on incorrect or inaccurate information being given to us or the dermatologist.
If, for any reason, you need to cancel a consultation that you have booked please contact us as soon as you can to let us know. If you cancel more than 24 hours prior to the consultation time, or rearrange the consultation for another time in the future, there will be no cancellation charge. If you cancel less than 24 hours prior to the consultation time then we reserve the right to charge you in full for the consultation, unless the cancellation is within the cooling off period (see the ‘Your Rights as a Consumer’ section below).
If, for any reason, we need to cancel a consultation you have booked we will contact you, using the contact details you have provided to us, to inform you of this. If we are able to find a convenient alternative date and time for you to have the consultation, then we will retain the consultation fee you have paid. If we are unable to find a convenient alternative date and time for you to have the consultation, then we will refund you the full amount of the consultation fee you have paid.
Klira subscriptions are only available to persons living in the UK. We cannot accept subscriptions from anyone not based in the UK and cannot deliver the Klira treatments, or Specials, outside of the UK. If your account shows that you are not based in the UK we will cancel your subscription and refund to you any money you may have paid.
Klira subscriptions are only available to persons aged 18 or over. We cannot accept subscriptions from anyone below the age of 18. If we have reason to believe that you are under 18, or your account shows that you are under 18 we will cancel your subscription and refund to you any money you may have paid. We reserve the right to ask for proof of age prior to delivering any Klira treatments, or Specials, to you.
You can suspend or cancel your Klira subscription at any point by following the instructions in the ‘My Account’ section of the website. Alternatively, you can email us to request cancellation using the email address listed above, or you can phone us on the number listed above and tell us that you would like to cancel your Klira subscription.
As soon as possible after we have been notified that you wish to suspend or cancel your Klira subscription we will contact you via email to confirm the date on which your Klira subscription will cease.
Your Klira subscription will end on the day immediately before the next renewal of your Klira subscription. For example, if you are on a monthly subscription and you pay your subscription fee on the 10th of the month your Klira subscription will end on the next 9th day of the month that immediately follows your cancellation request.
If you cancel your Klira subscription then your account will be deleted and, should you wish to restart your Klira subscription you will need to complete the new account process before any treatments will be supplied to you.
Unfortunately we cannot refund any money to you if you cancel your Klira subscription part-way through its term but we will, of course, supply all scheduled deliveries of your Klira Treatments for the remainder of your subscription term.
If, after you have suspended your Klira subscription, you wish to restart your Klira subscription, you can easily do so via the ‘My Account’ section of the website. Depending on the length of time that has elapsed between your suspension and the reactivation of your Klira subscription we may require you to undertake the ‘new account’ process outlined above to ensure you are receiving the correct Klira treatments and Special.
As a consumer you have a number of legal rights in respect of the products and services we provide. These include the right to ‘cooling off’. This means that, within 14 days of taking out your Klira subscription, you have the right to cancel your Klira subscription, return any products we may have delivered to you, and get a full refund of any money you have paid without liability. You will have to cover the costs of any returns that you make and it is your responsibility to ensure that any products you are returning get back to us safely and in a saleable condition. If you wish to exercise your rights to cooling off, please contact us using any of the contact information outlined in these Terms.
Your right to cooling-off is subject to a number of exceptions that are applicable to Klira’s subscription service.
First, you are not entitled to exercise your rights of cooling-off, and therefore get a refund, for any products that have been made specifically for you. This covers the Special which is formulated specifically for you based on your requirements. If you exercise your rights to cooling off after we have delivered the Special to you then we will charge you the equivalent of one month’s subscription fee and then terminate your account.
Secondly, you are not entitled to exercise your right to cooling off if you have specifically requested that we provide any aspect of our services, including a consultation, within the 14-day cooling off period.
In addition to your cooling off rights, you have a number of other rights, as a consumer.
If you wish to exercise your rights to cooling-off in respect of any product, other than the Special, that you have purchased from us then please contact us, using the contact information above, or by sending us the model cancellation form, which can be found here: [HYPERLINK], and arrange for the products you wish to be returned to be sent back to us. This will be at your cost and it is your responsibility to ensure that the products you are returning get back to us. We will then refund the amount paid for the product(s) returned as soon as possible and, in any event, within 30 days of us receiving the product(s) back.
If any product we supply to you is faulty, damaged, or is not as described, you have the right to return the product in question to us, and we will either:
We will also refund you your reasonable costs incurred in returning the product to us.
The above sets out our entire liability to you in respect of faulty or damaged products.
Any images and descriptions of our products on our website are illustrative only, and the actual products you receive may differ from those displayed. The functionality will be the same as advertised and conform in all material respect with their description.
The Klira treatments, including the Special, are made using a number of natural ingredients and, as such, are subject to differences as between batches. It also means that they must be stored in accordance with their storage instructions and must not be used beyond the ‘use by’ date stated on the product. We cannot accept any liability for any harm caused if you fail to follow these instructions.
The Special will be prepared by our appointed pharmacist who will ensure that its formulation is exactly as required for your specific treatment program.
We are providing the Klira treatments, and Special, to you in your capacity as a consumer. The Special you are provided with will be formulated specifically for you and your needs and must not be sold to, or used by, anyone else. We take absolutely no responsibility for, and shall have no liability to, anyone other than the subscriber for the use of the Klira treatments and/or the Special.
As the Special contains medical ingredients that can only be dispensed by a licensed pharmacist your Special will be prepared, and sent to you, by our nominated pharmacy partner, Roseway Labs, a pharmacy regulated by the General Pharmaceutical Council. Roseway labs are located at Zetland House, 5-25 Scrutton Street, London EC2A 4HJ. Further information regarding Roseway Labs can be found here: https://rosewaylabs.com/. If you have any concerns about your Special, or it has arrived damaged, please let us know and we will deal with any issues that may have arisen.
Some Klira treatment regimens include medicines used outside their UK license. By signing up to the Klira Service you are doing so in the knowledge that some of the Klira treatments, provided may contain medicines used outside their UK license.
In the event that we do something wrong, and you wish to bring a claim against us, this section outlines in what ways we have liability to you.
Nothing in these Terms seeks to exclude any liability we may have to you for death, or personal injury, where that has been caused by our negligence.
Nothing in these Terms seeks to exclude any liability we may have to you in respect of fraud, fraudulent misrepresentation, or for any other liability that cannot be excluded in law.
Save for as outlined above, our total liability to you, no matter what form that liability may take, is limited to the sum of £5,000.
We take the protection of your personal data incredibly seriously and have put in place robust policies and procedures to ensure that your personal data is protected, and only shared with third parties that we need to share it with to provide you with the Klira Services.
Full details regarding how we handle your personal data, and who we share it with, can be found in our privacy policy which is located here: [HYPERLINK]
If you have any complaints about any aspect of the Klira service, or any of the Klira treatments, including the Special please contact us immediately and we will address your complaint in a timely, and professional manner.
Hopefully there will be no need to think about going to court, but in the event that either of us has to, these Terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
Your subscription to Klira is personal to you and you cannot assign or transfer it to anyone else.
We can assign or transfer your contract with us so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
Copyright 2023 Klira Limited, Registered Company Number 13184286 | Kemp House, 160 City Road, London, EC1V 2NX, United Kingdom
In partnership with Roseway Labs, Registered pharmacy number: 9011719
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All of the products we recommend in Klira routines are hand-picked by Dr Emma Craythorne, based on their proven ability to work with certain SkinSizes.
Our ethos is to put efficacy above all else, so we look for well-researched products that have been proven to the highest levels.
Brands cannot pay to be featured in Klira routines, and we do not have any commercial obligations to the brands that we do feature.
We use affiliate links to direct you to purchase the brands we recommend, meaning we do receive commission on sales made via Klira, but this a generic system that does not influence in any way the brands or products that are recommended.
We are always reviewing the newest evidence and brands to market, and Klira routine recommendations will change and evolve with not only the latest science, but what is right for your SkinSize depending on season, hormonal changes and environmental factors.