Refund Policy – CliniqueMode

Effective date: 09/09/2025

Last updated: 28/01/2026

This Refund Policy (“Policy”) explains when STELLAR CARE SERVICES LTD (Company number 13656611, legal address: Dept 6400a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP hereinafter referred as “CliniqueMode”, “we”, “us”, “our” may agree to refund payments made in connection with the use of cliniquemode.com and related services (collectively, the “Website”).

CliniqueMode provides AI-powered skincare guidance, including ingredient analysis, product safety insights, product comparison, and personalised routine building based on your skin profile, lifestyle and concerns. Our services are delivered digitally via the Website and do not constitute medical care, diagnosis or treatment.

Nothing in this Policy is intended to limit any rights you may have under mandatory consumer protection law.

1. Scope and Definitions

1.1 This Policy applies to payments you make to CliniqueMode for digital services provided via the Website, including (as applicable):

Direct one-off purchases of paid analyses, reports, recommendations, and other digital Deliverables; and
Wallet Balance top-ups or credits (where offered) used to pay for Services.

1.2 This Policy does not apply to:

any skincare products, treatments or services you purchase directly from third-party brands, retailers, clinics or pharmacies, even if they are mentioned or linked on the Website;
fees, penalties or refunds governed by third-party terms and conditions.

1.3 For the purposes of this Policy:

“Services” means all digital tools, reports, recommendations and other features provided via the Website;
“Payment” means any fee, charge, or Wallet Balance top-up you pay to CliniqueMode in connection with the Services.

2. Nature of the Services

2.1 Our Services consist of intangible digital outputs and analyses, including but not limited to:

ingredient breakdowns and safety assessments of skincare products;
comparison of products and identification of safer or more suitable alternatives;
personalised suitability and routine suggestions based on your skin type, age, lifestyle and concerns.

2.2 These Services are generated in real time or shortly after you submit information and are made available via your device or account. There is no physical product that can be returned.

2.3 Once we have begun to process your input and/or provided you with analysis, recommendations or access to paid features, the Service is considered performed.

3. Key Principle – Payments Are Normally Non-Refundable

3.1 As a general rule, all Payments to CliniqueMode are treated as final and non-refundable once:

your Payment has been successfully processed; and
we have begun supplying the relevant digital Service/Deliverable or have granted access to paid features.

This includes circumstances where digital content is supplied immediately upon purchase or shortly after submission of your inputs, or where processing of your request has begun.

3.2 In particular, a refund will not normally be granted where the only reason is that:

you changed your mind after paying;
you decide that you no longer wish to use the Website or a particular feature;
you are dissatisfied with the style, depth or format of the recommendations where they broadly correspond to the description of the Services and the data you submitted;
you did not achieve a specific skincare result (for example, “perfect skin” or complete resolution of a concern), as actual outcomes depend on many factors outside our control (products used, adherence, lifestyle, health);
you did not make use of your access, account or subscription, despite it being available.

3.3 Wallet Balance Top-Ups; Use of Deposits; No Refund Once Used

Wallet Balance top-ups (deposits) are treated as advance payment for future Services. To the extent permitted by applicable law, Wallet Balance top-ups are non-refundable once any part of the deposited amount has been used, applied, or deducted to pay for any Service or Deliverable (including where immediate supply of digital content has begun). For the avoidance of doubt, if you use any portion of a Wallet Balance top-up, you will not be entitled to cancel or obtain a refund of any remaining Wallet Balance attributable to that same top-up, save where required by mandatory consumer law.

3.4. Digital Content; Statutory Right to Cancel; Immediate Supply Waiver

Where you are a consumer, you may have a statutory right to cancel a distance contract within 14 days in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, where the Services and/or Deliverables constitute digital content supplied otherwise than on a tangible medium and we begin supply immediately, you acknowledge and agree that your statutory right to cancel will be lost once supply has begun, provided that you have given (i) your prior express consent to immediate supply, and (ii) your acknowledgement that you will thereby lose your right to cancel. Where required, we obtain such consent and acknowledgement at checkout and/or before you are granted access to the relevant digital content, and by proceeding you confirm that you have provided the required consent and acknowledgement.

4. Situations That Normally Do Not Qualify for a Refund

Without limitation, the following situations will usually not be accepted as grounds for a refund:

Change of preference: you now prefer a different type of analysis, a different skincare approach or another Website;
Misinterpretation: you did not read or misread the description of a feature or plan before paying;
Subjective dissatisfaction: you disagree with product ratings, risk assessments or suggested alternatives where they are generated according to our stated methodology;
External product issues: you are unhappy with a third-party product you chose to buy; such issues must be taken up with the relevant brand or retailer;
Delayed use: you paid for access but did not log in, did not complete your profile, or did not use the tools during the access period.

Your statutory rights (for example, relating to defective digital content where applicable law treats it as such) remain unaffected.

Commencement of supply: the digital analysis has been generated, a Deliverable has been made available for viewing and/or download, or access to paid features has been granted (including where immediate supply has begun following your express consent).

5. Exceptional Circumstances Where We May Consider a Refund

Notwithstanding Sections 3 and 4, we recognise that exceptional cases can arise. Any refund in such situations will be made at our sole discretion, on a case-by-case basis, without creating a precedent.

We may consider a refund in the following categories:

5.1 Unauthorised or Fraudulent Transactions

We may review a refund request where:

your phone, computer or other device has been lost or stolen and used to make a Payment on the Website without your consent; or
your payment card or payment account has been compromised and used fraudulently in connection with the Website.

In such cases, we will normally ask you to:

first contact your bank or payment provider and follow their fraud procedures; and
provide reasonable evidence, such as:
- a bank statement or screenshot showing the disputed transaction (with unrelated data redacted if you wish); and
- confirmation from your bank or provider that the card/account has been blocked or reported as compromised.

If, after review, it appears clear that you did not authorise the Payment, we may cancel any associated Services (where possible) and/or refund the relevant amount.

5.2 Clear Payment Error or Serious Misunderstanding

We may also consider a refund where there is an obvious and well-documented error or misunderstanding, for example:

an accidental duplicate payment (e.g. you were charged twice within a short period for the same feature or plan);
a payment made by a person who clearly did not understand what they were paying for (for example, a minor or a vulnerable elderly person using your device);
a rare technical or display error on the Website which meant it was not reasonably clear what you were purchasing or that a charge would be made.

When assessing such cases, we may take into account:

what was displayed on the relevant page(s) at the time of the transaction;
whether Services were already provided or used;
the explanations and supporting documents you supply.

5.3 Technical Failure and Non-Delivery Attributable to Us

We may review a refund request where:

a Payment has been successfully processed, but due to a technical or administrative failure on our side you receive no access to the paid features or Services; or
persistent technical issues in our systems prevent us, despite reasonable efforts, from providing the Services you paid for.

In such cases we will first attempt to:

restore your access to the Website;
correct your account status or re-apply your plan or credits;
re-perform the relevant analysis or recommendations.

If, after reasonable attempts, we remain unable to provide the relevant Services, we may refund the affected Payment or re-credit your account, as appropriate.

Problems caused solely by your own device, browser, email provider or internet connection do not automatically entitle you to a refund, but we will make reasonable efforts to help you regain access where possible.

5.4 Other Rare, Well-Documented Situations

If you believe that, due to serious and unexpected circumstances, it would be manifestly unfair for us to retain a particular Payment, you may ask us to review your case.

Any decision to grant a refund (in whole or in part) under this Section is entirely at CliniqueMode’s discretion and will be made in good faith, but no outcome is guaranteed.

6. For the avoidance of doubt, nothing in this Policy excludes or limits your statutory rights and remedies in respect of digital content under the Consumer Rights Act 2015 (including, where applicable, repair, replacement, or price reduction where digital content does not conform to the contract).

7. How to Request a Refund or Case Review

If you believe your situation falls within one of the exceptional categories described in Section 5, please contact us in writing at:

Email for refund and review requests: info@cliniquemode.com

To enable us to review your request, please include at least:

your full name;
the email address associated with your CliniqueMode account;
the date (and, if possible, approximate time) of the Payment;
a brief description of the Service or plan to which the Payment relates;
a clear explanation of what happened and why you believe a refund is justified;
copies of any relevant supporting materials (for example, screenshots, highlighted bank statements with sensitive data hidden, fraud report references, error messages).

We may request additional information if this is reasonably necessary to verify your identity, locate the transaction and assess your request.

8. Order of Processing and Response Times

All requests under this Policy are reviewed in the order in which they are received.
We will use reasonable efforts to review and respond to your request without undue delay.

We will respond to you within 30 days of receipt of the request. In general we apply reasonable efforts in order to reply promptly.

The time required may depend on, among other things:

the number of open requests at the time of your enquiry;
the complexity of your situation;
whether we need to liaise with payment providers or other third parties.

Possible outcomes include:

approval of a full or partial refund;
correction or re-application of Services or access;
refusal of your request, with reasons provided where reasonably practicable.

9. Approved Refunds – Method and Adjustments

9.1 Where a refund is approved, it will ordinarily be processed using the same payment method that was used for the original Payment, provided this is technically feasible.

9.2 Once a refund has been initiated, the time it takes for funds to appear in your account is determined by your bank or payment service provider and is outside our control.

9.3 To the extent permitted by law, we may deduct from any refund:

non-recoverable payment processing fees; and/or
currency-conversion or similar costs directly associated with the original Payment.

10. Chargebacks and Payment Disputes

If you initiate a chargeback or payment dispute with your card issuer or payment provider:

we may temporarily suspend or restrict access to your CliniqueMode account and any associated Services linked to the disputed Payment while the investigation is ongoing; and
we will provide the relevant financial institution with information about the transaction and this Policy.

Where a refund has already been issued by CliniqueMode in respect of a particular Payment, you agree not to seek a duplicate refund for the same amount via chargeback or any similar mechanism.

11. Changes to This Policy

We may update or amend this Refund Policy from time to time. The latest version will always be available on cliniquemode.com and will apply from the date it is published, unless a later effective date is expressly stated.

Your continued use of the Website after any changes to this Policy take effect will constitute your acceptance of the updated terms.