Cancel My Skin and Me the easy way

Service overview

My Skin and Me (branded Skin + Me) provides personalised, prescription-strength skincare by combining online medical consultations with custom-formulated topical products delivered by subscription in the United Kingdom.

How the subscription works

Customers complete an online skin assessment, receive a remote clinical review and are offered a tailored 'Daily Doser' or other skincare product bundles scheduled for recurrent delivery. Subscriptions auto-renew unless cancelled.

Company facts

Email method

1. Locate the support email on your account or the support pages at billing FAQ.
2. Include your full name, subscription ID, delivery address and the sentence: 'Please cancel my subscription effective immediately'.
3. Request written confirmation and keep the reply as proof.

Registered post method

1. Write a signed letter addressed to My Skin and Me with the same cancellation text and details.
2. Send by registered or tracked post to My Skin and Me, 86-90 Paul Street, EC2A 4NE London, United Kingdom.
3. Keep the postal receipt and tracking as legal proof.

Account portal method

1. Log in to your account on skinandme.com.
2. Go to subscriptions, choose the active subscription and select cancel or pause following the on-screen options.
3. Save any confirmation screen or confirmation email.

Phone method

1. If a phone number appears in your account, call during published hours and ask the agent to cancel and send confirmation.
2. Ask for a reference number and follow up by email for written proof.
3. If no phone number is published, use email or registered post instead.

Moving house (relocation)

If you relocate within the UK and cannot receive deliveries, provide proof of new address such as a utility bill or tenancy agreement. The company should accept cancellation or address update; use an email with the proof attached. Applicable law: Consumer Contracts Regulations 2013 for distance contracts.

Price increase

If the subscription price increases and you do not accept the new price, you may cancel without penalty. Provide the notice in writing and quote the date you received the price-change notice from the trader. Applicable law: Consumer Rights Act 2015 regarding unfair contract terms; CMA guidance on auto-renewal.

Death of the subscriber

To cancel after the subscriber dies, send a registered letter with a copy of the death certificate and the account reference. The trader should stop future deliveries upon receipt of documents. Applicable law: Consumer Contracts Regulations 2013 for termination of distance contracts.

Legitimate grounds accepted by My Skin and Me

Research indicates My Skin and Me recognises requests to pause or cancel with at least 5 working days notice and accepts formal registered letters as legally binding proof. For poor quality or service failures, pursue rights under the Consumer Rights Act 2015 with evidence of the defect or service failure.

End of commitment and cooling-off

When you join online you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013. Personalised medicinal or bespoke formulations may be excluded once the goods are made. If you cancel within the 14 days and the goods have not been dispatched or personalised, you are entitled to a refund. Quote: Consumer Contracts Regulations 2013.

Before you cancel - negotiate

Retention offers reported in research include discounts for first month and occasional promotional pricing. Examples: a first month at £4.99 for new customers and ongoing Daily Doser prices of £24.99 or £29.99. Ask support by email for retention pricing, a pause, or a product-only plan. If you have a promotion or credit applied you may still be charged a £4.99 pharmacy fee.

What cancelling saves you - yearly maths

Compute annual cost for common plans using research prices:

• Daily Doser ongoing at £24.99 x 12 = £299.88 per year.
• Daily Doser standard at £29.99 x 12 = £359.88 per year.
• Cleanser + Moisturiser plan charged at £29.99 every eight weeks equals approximately 6.5 shipments per year; using the listed ship price £29.99 x 6.5 = £194.94 per year.
• Daily Defence Sunscreen charged at £19.99 every eight weeks equals £19.99 x 6.5 = £129.94 per year.

Cheapest real alternative from competitors in the research: Dermatica initial month at £2.90 then £24.99 per month. Year 1 cost if continuing at £24.99: £24.99 x 12 = £299.88 per year after the first month offer. Choose this if you want prescription skincare at a lower introductory cost.

Relevant UK consumer law

Your cancellation rights are governed by the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. The CMA treats unclear auto-renewal or hard-to-cancel subscriptions as potential unfair practices. Regulators for medical and pharmacy services include the General Medical Council and the General Pharmaceutical Council.

Cooling-off and personalised goods

The Consumer Contracts Regulations 2013 give a 14-day cooling-off period for distance contracts. Personalised or medicinal products may be excluded from the right once the personalised product has been made. If you cancel within the cooling-off period before the goods are personalised or dispatched you may obtain a refund.

Faulty goods and poor service

Use the Consumer Rights Act 2015 if service is not provided with reasonable care and skill. That Act protects you against unfair contract terms and excessive cancellation penalties.

How to escalate

First complain to My Skin and Me directly in writing. If unresolved, contact Citizens Advice for next steps and use chargeback or Section 75 via your card issuer for qualifying card payments. Where applicable, report unfair auto-renewal practices to the Competition and Markets Authority using the official guidance at UK legislation.

Check your final billing

Review your bank and card statements for any additional charge after the cancellation date. If you cancelled with less than 5 working days notice you may be charged for one more month and receive that delivery.

Access to care and prescriptions

If you have ongoing medical monitoring included with the subscription, confirm whether clinical follow-up ends on cancellation. Keep copies of any treatment notes you want to preserve.

Data and reactivation

Ask for confirmation of account closure and retention of personal data. If you want to rejoin, create a new account or follow the reactivation process on getting started.

If you do not receive confirmation

Send a registered letter to My Skin and Me, 86-90 Paul Street, EC2A 4NE London, United Kingdom, and keep the postal receipt as proof.

Use this checklist to make your cancellation clean, documented and final.

• Find your subscription ID in your account or billing emails.
• Decide your cancellation method: email, registered post or account portal.
• If emailing, include full name, address, subscription ID and request written confirmation.
• If sending registered post, send to 86-90 Paul Street, EC2A 4NE London and keep the receipt.
• Allow at least 5 working days notice before the next billing date to avoid an extra charge.
• Check final bank statement for refunds or extra charges.
• Save all confirmation emails and postal receipts for 6 months.