T&CS
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: [email protected]
By post to: Klira, Labs Atrium, The Stables Market, Chalk Farm Road, London NW1 8AH
Who We Are
We are Klira Ltd, a company registered in England and Wales with company registration number 13184286. Our registered address is Labs Atrium, The Stables Market, Chalk Farm Road, London NW1 8AH.
Subscribing to Klira
If you wish to subscribe to Klira please register your details. You can either choose a membership plan straight away, or complete our free SkinSize assessment first.
Once you have completed the skin assessment test and chosen your membership plan, 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 quarterly or annual 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).
What’s Included in the Klira Services
Your subscription to Klira includes the following:
- Access to the Klira platform, and your personal account section of the Klira website, where your bespoke treatment plan can be reviewed, updated, paused or cancelled.
- Access to book consultations with one of our dermatologists.
- A treatment plan developed specifically for you, and your needs.
- A unique dispenser, engineered by Klira to deliver exactly the correct dosage of treatment, that you will refill with the refills we supply to you.
- A monthly delivery of refills of your Special to be used with your Klira dispenser.
When you will get your Treatments
Your Klira Special will be sent out by our Pharmacy partner every 4-weeks, unless you have paused your subscription, to ensure you have enough cream for continuous treatments.
If you believe your Special has not arrived when it should have done please contact us and we will let you know when your next delivery is due.
Payment for your Subscription
We offer three types of membership, each with a different commitment – Monthly, Quarterly, and Annual. You will be notified of specific Membership Terms that may apply to your Membership when you register for such Membership and can read full details of the terms here.
AUTOMATIC RENEWAL TERMS: Memberships may be subject to a minimum term, and Memberships will renew automatically upon expiration of the applicable Membership term for additional terms of the same length unless cancelled by you. You can cancel by logging in and going to ‘Your account’ area and then navigating to the ‘Subscriptions’ menu item. If you’re having any trouble doing this please contact us at [email protected] and we’ll be happy to assist.
TRIAL MEMBERSHIP (promotional) – we may from time to time provide promotional trial Memberships. Eligibility is determined by Klira in its sole discretion and may be limited to prevent abuse. We reserve the right to revoke a promotional trial Membership in the event that we determine you are not eligible, or otherwise in accordance with these Membership Terms. The recipient will be informed of its expiry date and any automatic renewal terms in advance.
From time to time, we may offer different Memberships, and the fees and Specific Membership Terms for such Memberships may vary. We sometimes offer other promotional memberships, which are subject to these Terms and Conditions except as otherwise stated in the applicable Membership Terms. Klira may at its discretion make goodwill offers as part of its promotional campaigns, including limited increases to Spending Limits (if applicable) or promotional discounts from time to time.
Gift Membership
We offer memberships to be purchased as gifts. The length and cost of such Gift Memberships will be specified on the Website and clear at the point of purchase. Some Gift Memberships automatically renew, where this is the case the recipient will be informed of the auto-renewal provisions upon redemption. For all Gift Memberships, the recipient will be informed of its expiry date in advance.
Gift Membership codes can only be redeemed for Gift Memberships subject to these Membership Terms. Gift Membership codes are valid for use until the expiry date stated on them (if any).
Gift memberships can be cancelled by the recipient logging in and going to ‘Your account’ area and then navigating to the ‘Subscriptions’ menu item. If you’re having any trouble doing this please contact us at [email protected] and we’ll be happy to assist.
Upgrading your membership
Depending on your type of Membership, upgrades to your Membership may be available for purchase on the Website. These may increase the applicable Membership term, starting immediately following confirmation of your upgrade.
If you have purchased an upgrade to your Membership, your Membership will be upgraded at the natural point of renewal from the original term – ie. Monthly membership upgrades immediately, quarterly membership upgrades when the originally quarterly term is complete. Your cancellation rights are not affected.
If you have purchased an upgrade to a Membership and would like to return to a previous level of Membership that is still being offered by Klira, please email us at [email protected] and we will be happy to help.
Klira Professionals
- Dr Emma Craythorne GMC 4745871
- Dr Cristina Psomadakis GMC 7458551
- Rosanna Degala-Nguyen NMC12D0053O
- Hui Zhang Turner NMC 06C0028O
- Mottie Hatsady Siriphanh NMC 14E00040
- Arlene McGuire GPhC 2066572
- Superintendent pharmacist: Miriam Martinez Callejas, GPhC 2081782
Consultations
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.
Cancellation of Consultations
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.
Availability Outside of the UK
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.
Age Restrictions
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.
Suspending or Cancelling your Subscription
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.
NEWLY PURCHASED MEMBERSHIPS
You may cancel a newly-purchased Membership (Monthly, Quarterly or Annual) at any time within 14 days beginning on the day after you purchased the Membership without having to give a reason by contacting us at [email protected] . Please see additional terms below, as we are unable to refund personalised products that have already been supplied.
MONTHLY MEMBERSHIP
A monthly membership can be cancelled by you at any time and will take effect at the end of your current membership month once your notice to terminate has been given. You do not need to give a reason.
QUARTERLY & ANNUAL MEMBERSHIP
Quarterly and Annual memberships can be cancelled by you at any time and will take effect at the end of your current membership term once your notice to terminate has been given. You do not need to give a reason. Additionally, you can also cancel a renewed annual membership within 14 days of your renewal date and the full fee for the renewed year will be refunded 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.
GIFT MEMBERSHIP
You can cancel a newly purchased Gift Membership, without having to give a reason, within 14 days of the day after you purchased the Gift Membership, provided the Gift Membership has not been activated/redeemed. Gift Memberships become void once cancelled. Refunds will only be made where a request has been made by the purchaser. Refunds of the price paid will be made to the purchaser only, onto the original payment card. No refund or credit note will be given to the gift recipient. The gift recipient may cancel their Gift Membership at any time; however, they will still receive access for the full Gift Membership period, subject to these Terms and Conditions.
REJOINING FOLLOWING CANCELLATION
If you wish to purchase a new Membership following cancellation, this is at our sole discretion. Please be aware that unless otherwise agreed, your Membership type may no longer be offered and/or your Spending Limit will be reset to the ordinary starting figure and no Spending Limit from a cancelled Membership will be carried over.
CHANGES TO YOUR MEMBERSHIP TERMS
Where we need to change your terms of Membership or the Specific Membership Terms, we shall notify you by email. If such changes are material, we shall give you the option to cancel your Membership and receive a pro-rota refund for the time remaining on your Membership.
Your Rights as a Consumer
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 at [email protected], 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:
- refund you an amount of money that represents the value of the product returned; or
- send you a replacement product.
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.
Our 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.
Our Liability to you
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.
Personal Data and Data Protection
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 linked in the footer of this website.
Complaints
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 using the contact details at the top of this page and we will address your complaint in a timely, and professional manner.
Law and Jurisdiction
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.
Other Important Terms
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.