Terms For Supply of Products and Services
What these terms cover.
These are the terms and conditions on which we supply products and provide services to you. We may modify these terms from time to time. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.
Why you should read them.
Please read these terms carefully before you submit your order to us. You are required to agree to these terms before you place your order. These terms tell you who we are, how we will provide products and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
Please read these terms alongside the following additional terms which apply to your use of our website:
Information about us and how to contact us
Who we are.
We are GetHarley a company registered in England and Wales. Our full legal company name is 16HarleyCo Limited and our company registration number is 11380263 and our registered office is at F102 Ambassador Building, Embassy Gardens, London SW11 7BT.
How to contact us.
How we may contact you.
If we have to contact you we will do so by the methods chosen by you when creating your GetHarley profile when you set up your account with us.
"Writing" includes emails, text (SMS) and WhatsApp Messages. When we use the words "writing" or "written" in these terms, this includes emails.
Any reference to “you” or “your” is to you - the person placing an order with us. References to “we”, “us” or “our” is to GetHarley.
Any reference to “products” in these terms excludes prescription only medicines as defined in the Human Medicines Regulations 2012.
We provide you access to a number of independent, third-party skincare professionals and our network comprises aesthetic doctors, plastic surgeons and dermatologists (“Clinician”).
We provide a platform for arranging and facilitating online video consultations with Clinicians (“Online Consultations”). Descriptions of our Online Consultations are set out on our website.
Your consultation with a Clinician is provided under terms and conditions agreed between you and the Clinician directly. The Clinicians are not employed by us and do not act as agents or sub-contractors on our behalf. We do not provide skincare advice and we are not responsible for the actions or omissions of the Clinicians.
Booking an Online Consultation
If you book an Online Consultation with a Clinician through our website, we will ask you some questions that are needed to manage your booking, select the most appropriate Clinician for you, and schedule an Online Consultation. We will also ask you to provide a picture of your skin so we can provide this to the Clinician. Once payment for the Online Consultation has been made we will send you all the information you need to prepare for and attend the Online Consultation through your preferred means of communication (such as email, text or WhatsApp). Acceptance of your booking by us takes place when we send you a booking confirmation email. We reserve the right not to accept your booking. If we are unable to accept your booking, we will inform you of this in writing.
Online Consultations are intended for clients in the United Kingdom. We do not represent that our Online Consultations are appropriate for use or available in other locations.
You must be at least 18 years old to book an Online Consultation. If you are under 18 years old, your parent or legal guardian may book an Online Consultation on your behalf and must accompany you for your Online Consultation. Online Consultation’s will not be provided to anyone under the age of 18 who is not accompanied by their parent or legal guardian.
Our Online Consultations are subject to availability. We cannot guarantee that our Online Consultations will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop providing Online Consultations. If this happens and it affects your booking, we will notify you by email, cancel your booking and provide you with a refund of any advance payments made by you for any Online Consultations that have not yet been provided.
We may change the services that we offer to reflect changes in relevant laws and regulatory requirements.
Making a change to your booking
If you wish to make a change to the date or time of your Online Consultation, contact us by email at email@example.com, or directly through WhatsApp. You are entitled to reschedule your Online Consultation free of charge once, provided you give us at least 48 hours’ notice. If you cancel with less than 48 hours’ notice, you will be charged in full for the Online Consultation.
If you are more than 10 minutes late for your Online Consultation, the Clinician will be unable to accommodate your Online Consultation and you will be charged in full. If you are late by less than 10 minutes, the length of your Online Consultation will be reduced accordingly.
When and how we refund you.
If you are due a refund, we will refund you as soon as possible and within 14 days of you telling us you’ve changed your mind. We refund you by the method you used for payment. We don’t charge a fee for the refund.
You have to pay for services you received before you change your mind.
If you bought a service, we don’t refund you for the time you were receiving it before you told us you’d change your mind.
During your Online Consultation
We have used our reasonable endeavours to ensure the suitability of the Clinicians providing the Online Consultations, but we accept no liability for the acts or omissions of the Clinicians.
You must provide the Clinician with accurate information as requested and any information which you feel is relevant for them to know.
There may be some medical conditions that the Clinicians will be unable to help you with in an Online Consultation. If you are in doubt, please discuss this with the Clinician.
Sometimes, and provided you have agreed, one of our representatives will be present in the Online Consultation and may provide non-clinical information about our products. Our representatives will never provide clinical advice.
Outcomes from your Online Consultation
The Clinician may recommend a skincare regime to you, comprising our products. Our Clinicians may have different opinions on recommended skincare regimes. This does not mean a Clinician is at fault, it is normal for experts to have different opinions from time to time.
We do not sell, provide or offer a fulfillment service for prescription only medicines.
During an Online Consultation, a Clinician may exercise their independent judgement to issue a prescription only medicine to you.
We will deliver the prescription medicine to you only where the Clinician has issued it based upon an Online Consultation. The prescription only medicines must be used for your personal use only for a medical condition that has been identified during your Online Consultation as applicable to you.
You must inform your GP and any other relevant medical professional of your use of the prescription only medicine.
We are not liable to you for any failure to comply with these terms caused by circumstances beyond our reasonable control, including, without limitation, delays due to supply issues, back order or problems with postal and/or delivery services. We accept no liability for any issues associated with the use of prescription only medicines that may be issued to you by the Clinician.
We do not accept returns of prescription only medicines.
How we will accept your order.
Once you have made your choice of recommended products and your order has been placed, and you have paid for the products, we will check that your chosen products are in stock. If they are in stock, we will send you an email confirming the date of dispatch. Unless you cancel your order with us, acceptance of your order and completion of the contract between you and us will only take place when we email you to confirm the products have been dispatched to your chosen address, as set out earlier in this clause, provided always that you have paid for the products when you placed your order.
If we cannot accept your order.
We reserve the right not to accept your order. If we are unable to accept your order, we will inform you of this in writing. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the product. Where we confirm that we cannot accept your order, and you have already paid for the products, we will refund the monies paid to you.
Your order number.
We will assign an order number to your order and tell you what it is when we receive your order. It will help us if you can tell us the order number whenever you contact us about your order.
Products may vary slightly from their pictures.
The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
Product packaging may vary.
The packaging of the product may vary from that shown in images on our website.
Products may vary from the description given to you during your Online Consultation.
GetHarley is not responsible for any errors or inaccuracies in the description of the products given to you during your Online Consultation. GetHarley is also not responsible to you for any issues arising as a result of your choice of a product however that choice was made (including by reliance on a skincare regime recommended by a Clinician and/or included on our website). If you believe that a product should not have been recommended by a Clinician, you must speak to the Clinician directly.
Your rights to make changes
If you wish to make a change to your order of products, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the cost of the order, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
Our rights to make changes
Changes to the products.
We may change the products that we stock at any time. If a product is no longer stocked by us or is temporarily unavailable, we will notify you as soon as possible after you place your order by email. We will work with your Clinician to find an alternative where necessary.
A manufacturer of a product may make changes to it. We are not responsible to you for any changes made to a product prior to it being received by us for dispatch to you.
Providing the products
The costs of delivery will be as displayed to you on our website.
When we will provide the products.
During the order process we will let you know when we will provide the products to you. We aim to dispatch all orders within two working days. Delivery times appearing on the site are estimates only and are to be used as a guide and commence from the date of dispatch. In any event, we will deliver the products to you within 30 days of the day on which we accept your order, unless we notify you within that 30 day period that delivery will be delayed.
We are not responsible for delays outside our control.
We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
When you become responsible for the products.
The product will be your responsibility from the time the product is delivered to the address you gave us.
When you own products.
You own the product once we have received payment in full, unless you cancel the order, in which case ownership (if it has transferred to you) passes back to us once you have delivered the products back to us.
Your rights to change your mind
Your right to change your mind.
For most of our products, you have a right to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
When you can’t change your mind.
You can’t change your mind about an order for:
- Products sealed for health protection or hygiene reasons, once these have been unsealed after you receive them;
- Products that are made to your specifications or have been personalised to you; or
- Products which have become mixed inseparably with other items after their delivery.
The deadline for changing your mind.
If you change your mind about a product you must let us know no later than 14 days after the day we deliver your product. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know.
To let us know you want to change your mind, contact our Customer Service Team: Notice of Contract Cancellation, 16HarleyCo Limited, to Henry Wood House, 2 Riding House St, London W1W 7FA, or by email to: firstname.lastname@example.org. We have provided a cancellation form for you to use but this is not obligatory.
Costs of return.
We will pay the costs of return:
- if the products are faulty or misdescribed; and/or
- if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
In all other circumstances you must pay the costs of return.
If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at 16HarleyCo Limited, to Henry Wood House, 2 Riding House St, London W1W 7FA. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract. You must pay the costs of return of the products to us.
You must request a return before you send them back to us. Please email us at email@example.com for a return label. You must return unwanted products by Royal Mail signed for. You send your unwanted products back to us within 14 days of the date of the order to Henry Wood House2 Riding House St, London W1W 7FA. We reserve the right to collect them from you if we choose to.
When and how we refund you.
If you are sending back products, we refund you within 14 days of receiving them back from you. We refund you by the method you used for payment. We don’t charge a fee for the refund.
If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get some or all of your money back), see “If there is a problem” below.
Costs of Return
When we will pay the costs of return.
Price and payment for products and services
Where to find the price for the product and/or Online Consultation.
The price of the product (which includes VAT) and/or Online Consultation (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the price advised to you is correct.
We will pass on changes in the rate of VAT.
If the rate of VAT changes between your order date and the date we supply the product and/or Online Consultation (as applicable), we will adjust the rate of VAT that you pay, unless you have already paid for the product and/or Online Consultation in full before the change in the rate of VAT takes effect.
What happens if we got the price wrong.
It is always possible that, despite our efforts, some of the products or services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product or service's correct price at your order date is different to the price stated at the time that you placed the order, we will, at our option, proceed with the order based on the price quoted at the date of your order, or alternatively contact you to confirm a price change. If the pricing error is identified after we have accepted your order, or once the products have been dispatched, we reserve the right to cancel the order and recall the products. If we do so we will refund any monies paid by you as soon as we can. Where the products have been placed out for delivery we will refund the monies to you after they have been returned to us.
How you must pay.
We accept payment by most major credit or debit cards.
Re-matching and money back guarantee
If you are not happy with the Clinician with whom you were matched for an Online Consultation, we offer free re-matching and a 100% money back guarantee. Please contact us within two days of being informed of your Clinician.
If there is a problem
How to tell us about problems.
If you have any questions or complaints about a product or service, please contact us. You can write to us at firstname.lastname@example.org or Henry Wood House, 2 Riding House St, London W1W 7FA.
Summary of your legal rights.
We are under a legal duty to supply products that are as described to you on our website and meet all requirements imposed by law. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
Our responsibility for loss or damage suffered by you
We are responsible to you for foreseeable loss and damage caused by us.
If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable.
We do not exclude or limit in any way our liability to you where it would be unlawful to do so.
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights. For the sake of clarity, to the full extent permitted by law, we are not responsible for the actions or inactions of the Clinicians as they are not employed by us, nor do they act as our agents or subcontractors.
We are not liable for business losses. We only supply the products for domestic and private use.
If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
We are not liable for your choice of product whether made of your own volition or based on a skincare regime recommended by a Clinician.
We are not liable for any issues arising as a result of your choice of a product however that choice was made (including by reliance on a skincare regime recommended by a Clinician and included on our Website). If you believe that a product should not have been recommended by a Clinician, you should speak to the Clinician directly.
Your Responsibility for Loss and damage suffered by us
You agree that you will, on demand by us, compensate us fully for any losses (including reasonable legal fees) that we, our employees, agents or sub-contractors incur as a result of your breach of these terms.
How we may use your personal information
How we may use your personal information.
We will only use your personal information as set out in our Privacy Statement.
Other important terms
The personal opinions of the manufacturers whose products we sell, or any third parties with whom we are associated are their own and do not necessarily reflect the views of GetHarley and we accept no responsibility for any such views expressed in any media.
We may transfer this contract to someone else.
We may transfer our rights and obligations under these terms to another organisation.
Nobody else has any rights under this contract.
This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later.
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment at a later date.
Which laws apply to this contract and where you may bring legal proceedings.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.