Terms of service

Effective Date: 14 August 2023 

Last Updated: 15 October 2026

Part A – About these Terms

1. Who we are

1.1 This website, www.ylwclub.com (the Website), is operated by You're Looking Well Ltd, a company registered in England and Wales under company number 14307617, with its registered office at Soho Works, The Tea Building, 56 Shoreditch High Street, London E1 6JJ and trading address at Clerkenwell Workshops, 27-31 Clerkenwell Close, London, EC1R 0AT. Our VAT number is GB 437 4676 64.

1.2 In these Terms, we, us and our mean You're Looking Well Ltd. You and your mean the person using the Website or buying from us.

1.3 You can contact us by email at hello@ylwclub.com or by post at the trading address above. If we need to contact you, we will use the email address or postal address you gave us.

2. What these Terms cover

2.1 These Terms govern your use of the Website and any purchase of products (Products) from it, including our supplements and skincare.

2.2 They are made up of:

  • Part A (these general provisions);
  • Part B (orders, prices, payment and delivery);
  • Part C (cancellation, returns and your consumer rights);
  • Part D (using our Products safely);
  • Part E (the Skin Analysis Tool); and
  • Part F (use of the Website, liability and general terms).

2.3 Our Privacy Policy and Cookie Policy explain how we use your personal data. They do not form part of the contract between us, but you should read them.

2.4 These Terms are intended for consumers buying for their own personal use. If you buy as a business, clause 37 applies.

3. Accepting these Terms

3.1 By placing an order, or by ticking the box to confirm you accept these Terms, you agree to them. If you only browse the Website, the provisions in Part F apply to that browsing.

3.2 You must be at least 18 years old to place an order or to use the Skin Analysis Tool.

3.3 Please read these Terms carefully. We recommend you save or print a copy for future reference.

4. Changes to these Terms

4.1 We may update these Terms to reflect changes in law, regulatory requirements, our Products or the way we operate. The version that applies to an order is the version in force when you placed it.

4.2 If you have an ongoing subscription with us, we will give you at least 30 days' notice by email of any change that materially affects you. You may cancel your subscription before the change takes effect without penalty.

4.3 Nothing in this clause allows us to change the price or main characteristics of an order you have already placed.

Part B – Orders, prices, payment and delivery

5. How the contract is formed

5.1 Product pages are an invitation to order, not an offer. Your order is an offer to buy. A contract is formed only when we email you to confirm we have dispatched your order (the Dispatch Confirmation). Our automatic order acknowledgement email is not acceptance.

5.2 Before you submit an order, you can review and correct any errors in your basket and details.

5.3 We may decline an order, for example if a Product is out of stock, if we cannot deliver to your address, if there is an obvious pricing error, or if we reasonably suspect fraud or resale. If we decline after taking payment, we will refund you in full within 14 days.

5.4 We may limit quantities per customer, household or order, including where we reasonably believe orders are placed for resale.

6. Products and descriptions

6.1 We take care to describe and show Products accurately. Packaging may vary from images, and colours may appear differently on your screen.

6.2 Ingredients, nutritional information and usage directions on the physical packaging take priority over the Website if they differ. Always read the label before use.

7. Prices and payment

7.1 Prices are shown in pounds sterling (GBP) and include VAT. Delivery charges are shown before you pay.

7.2 If a Product's price is obviously and unmistakably wrong, we may cancel the order and refund you, even after Dispatch Confirmation. If the error is not obvious, we will contact you before dispatch to ask whether you wish to proceed at the correct price.

7.3 We accept the payment methods shown at checkout. Payments are processed by our payment providers; we do not store full card details.

7.4 Buy now, pay later. If you pay with Klarna or a similar service, your credit agreement is with that provider and its terms apply. This does not affect your rights against us under these Terms.

8. Subscriptions 

8.1 If you choose a subscription, we will deliver the Products you select at the frequency you choose and charge your payment method before each delivery, until you cancel.

8.2 Before you subscribe, we will clearly show the price per delivery, frequency, any introductory price and what it becomes, and how to cancel.

8.3 We will send you a reminder email at least 3 days before each charge.

8.4 You can cancel, pause or skip a delivery at any time through your account or by emailing hello@ylwclub.com. Cancellation takes effect for any delivery not yet charged.

8.5 Your 14-day cancellation right (clause 11) applies to your first delivery.

9. Delivery

9.1 We deliver to addresses in the United Kingdom. Estimated delivery times are shown at checkout and in your Dispatch Confirmation.

9.2 If we fail to deliver within the agreed period, or within 30 days of the contract if none was agreed, you may give us a further reasonable period, and if we still fail, you may end the contract and receive a full refund.

9.3 Products are your responsibility from when they are delivered to you or to a person or place you nominate. Ownership passes once we receive payment in full.

9.4 We are not responsible for delays caused by events outside our reasonable control (see clause 34), but will tell you promptly and minimise the effect.

Part C – Cancellation, returns and your rights

10.1 We are under a legal duty to supply Products that are as described, of satisfactory quality and fit for purpose. Nothing in these Terms affects your statutory rights. For detailed information, visit the Citizens Advice website or call 0808 223 1133.

11. Your right to change your mind (14 days)

11.1 You may cancel your contract for any reason within 14 days starting on the day after you (or someone you nominate) receive the Products. For an order delivered in parts, the period runs from receipt of the last item.

11.2 Health and hygiene exception. Because our supplements and skincare are sealed for health and hygiene protection, your right to cancel does not apply to any Product whose seal, tamper-evident band or protective packaging has been opened or removed after delivery. Unopened Products remain fully returnable.

11.3 How to cancel. Tell us clearly within the 14 days, by emailing hello@ylwclub.com with your name, order number and the Products concerned, or by using the model form below. You then have a further 14 days to return the Products.

11.4 Return costs. We provide a free returns label.

11.5 Refunds. We will refund the price and standard delivery cost within 14 days of receiving the Products back, or of your providing evidence of return, whichever is earlier. If you chose a more expensive delivery option, we refund only the standard delivery cost. We may reduce the refund to reflect handling beyond what is needed to examine the Product.

11.6 Refunds are made to the original payment method.

12. Faulty or misdescribed Products

12.1 If a Product is faulty or not as described, you have the following rights under the Consumer Rights Act 2015:

  • Within 30 days of delivery: a full refund;
  • After 30 days and up to six months: a repair or replacement first, and a refund if that fails, with a presumption the fault existed on delivery;
  • Up to six years (five in Scotland): remedies continue, but you may need to show the fault existed on delivery.

12.2 Please contact us with your order number and, where possible, a photograph of the problem. Do not continue using a Product you believe is faulty or has caused a reaction.

13. Complaints

13.1 If you are unhappy, email hello@ylwclub.com. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.

13.2 Complaints about how we use your personal data are handled under the complaints procedure in our Privacy Policy.

Part D – Using our Products safely

14. Food supplements

14.1 Our supplements are food supplements, not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and should not be used as a substitute for a varied, balanced diet and healthy lifestyle.

14.2 Do not exceed the stated recommended daily dose. Keep out of the reach of young children.

14.3 Speak to a doctor or pharmacist before use if you are pregnant, breastfeeding or trying to conceive; are under 18; are taking any medication (including blood thinners, hormonal contraception or antidepressants); have a medical condition; or are due to have surgery.

14.4 Stop use and seek medical advice if you experience any adverse reaction.

15. Skincare

15.1 Our skincare products are cosmetic products for external use only. Avoid contact with eyes and broken or irritated skin.

15.2 We recommend a patch test 24–48 hours before first use, particularly if you have sensitive skin or known allergies. Check the full ingredients list for any ingredient you are sensitive to.

15.3 If irritation, redness, swelling or any other reaction occurs, stop use immediately, rinse with water and seek medical advice if it persists.

16. Reporting a reaction

16.1 Please tell us about any suspected adverse reaction at hello@ylwclub.com so we can meet our product safety obligations. We will handle any health information you share in line with our Privacy Policy.

17. Information on the Website

17.1 Content on the Website, including our Journal and Science pages, is general information about our Products and wellbeing. It is not medical, dietary or dermatological advice tailored to you, and does not replace advice from a qualified healthcare professional.

Part E – Skin Analysis Tool terms

This Part applies only if you use our Skin Analysis Tool. It should also be published as a standalone page linked from the tool's consent screen.

18. What the Tool is

18.1 Our Skin Analysis Tool (the Tool) is a free online feature that uses artificial intelligence to analyse a photograph of your face and estimate visible skin characteristics such as hydration, redness, uneven tone, pores, fine lines and wrinkles, and perceived skin age.

18.2 You are dealing with AI. The analysis is performed automatically by software, without human review. The Tool is provided using technology from Haut.AI OÜ, a company based in Estonia, acting as our service provider.

18.3 The Tool is provided by You're Looking Well Ltd. We are responsible for it and for how your data is used through it.

19. Who can use it

19.1 To use the Tool you must:

  • be at least 18 years old;
  • be located in the United Kingdom when using it; and
  • use only a photograph of your face.

19.2 You must not upload or capture a photograph of any other person, including a child, even with their permission.

19.3 The Tool is not available outside the United Kingdom, and we use location checks to block access from elsewhere. You must not use a VPN or other means to get around this. We may also refuse or withdraw access if we reasonably believe you do not meet these conditions.

20.1 Before the Tool can analyse your photo, we will ask you to give your explicit consent by ticking a box that is not pre-ticked. You do not have to use the Tool, and choosing not to will not affect your ability to buy from us.

20.2 You may withdraw your consent at any time by closing the Tool before submitting your photo, or afterwards by contacting hello@ylwclub.com. Withdrawal does not affect processing already carried out, but we will delete any analysis data we still hold about you.

20.3 Saving your results to an account, emailing them to you, and receiving marketing are each separate, optional choices. We will ask for each separately.

21. How your photo is handled

21.1 Your photo is used only to perform the skin analysis you requested. It is not used to identify you, to recognise your face, or to create a facial template.

21.2 Your photo is automatically deleted by us and by Haut.AI after the analysis is complete.

21.3 Your photo and results are not used to train or improve any AI model, ours or Haut.AI's.

21.4 Full details are in the "Skin Analysis Tool" section of our Privacy Policy, which prevails over this Part on data protection matters.

22. Not medical advice

22.1 The Tool is a cosmetic and informational service only. It is not a medical device, does not diagnose any skin condition or disease, and is no substitute for advice from a doctor, dermatologist or other qualified professional.

22.2 The Tool cannot detect skin cancer, infection or other medical conditions. If you have a mole or mark that is new, changing, bleeding, itching or unusual, or a skin condition that worries you, see your GP or a dermatologist promptly. Do not delay seeking medical advice because of a Tool result.

22.3 The Tool's suggestions are not tailored to medical conditions, allergies, pregnancy or medication. Always read Product labels and follow Part D.

23. Accuracy

23.1 Results are estimates. They can vary with lighting, camera quality, angle, distance, make-up, filters, facial hair and skin tone, and may differ between sessions.

23.2 For best results, use natural, even light, remove make-up and glasses, and face the camera directly.

23.3 We take reasonable care to ensure the Tool works with reasonable skill and care, but we do not promise that results will be accurate, complete or suited to you, or that following a suggested routine will achieve any particular outcome.

24. Recommendations and our Products

24.1 The Tool recommends Products from our own range. Recommendations are generated from your results and are not a guarantee of suitability. Buying a recommended Product is entirely your choice.

25. Permitted use

25.1 We grant you a free, personal, non-exclusive, non-transferable and revocable licence to use the Tool for your own private, non-commercial use.

25.2 You must not: (a) upload anyone else's image, or any unlawful, offensive or explicit image; (b) copy, modify, reverse engineer, decompile or create derivative works of the Tool, except as permitted by law; (c) use bots, scripts or automated means to access the Tool or extract results; (d) attempt to interfere with or test the Tool's security; (e) publish benchmark or performance results of the Tool without our written consent; or (f) use the Tool or its outputs to train any machine-learning model.

26. Availability

26.1 The Tool is provided free of charge. We may change, suspend or withdraw it at any time, for example for maintenance, security or if our arrangement with our technology provider ends. Where reasonably possible, we will give notice on the Website.

26.2 You are responsible for your device and any internet or data charges.

26.3 Our liability in relation to the Tool is subject to Part F, including clause 31.

Part F – Website use, liability and general terms

27. Using the Website

27.1 You may use the Website for your own personal, lawful purposes. You must not: use it in breach of any law; introduce viruses or harmful code; attempt unauthorised access to the Website, its servers or any connected system; scrape, crawl or harvest data by automated means; impersonate anyone; or use the Website to send unsolicited marketing.

27.2 Our store runs on the Shopify platform. We may suspend the Website for maintenance or security reasons and do not guarantee it will always be available or error-free.

27.3 If you create an account, keep your password confidential and tell us promptly of any unauthorised use.

28. Intellectual property

28.1 All intellectual property in the Website, the Tool interface, our Products' branding, and all text, images, logos and design is owned by us or our licensors, including Haut.AI for the underlying analysis technology. You may view and print pages for personal use only.

29. Reviews and content you submit

29.1 If you submit a review, photo, comment or other content (User Content), you confirm it is your own honest opinion and experience, is accurate, does not infringe anyone's rights, and is not defamatory, offensive or unlawful. You must disclose any incentive you received for a review.

29.2 You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display User Content on our Website and channels in connection with our business. We will ask your separate permission before using any image of your face in marketing. Photos used in the Tool are never treated as User Content.

29.3 We moderate reviews in line with our Reviews Policy and do not suppress genuine negative reviews.

29.4 Unsolicited ideas or suggestions you send us may be used without obligation to you.

30.1 Links to third-party websites are provided for convenience; we are not responsible for their content or practices. Payment providers (such as PayPal, Klarna, Apple Pay, Google Pay and Shop Pay) act under their own terms when you choose them. This clause does not reduce our responsibility for the Tool or for service providers acting on our behalf.

31. Our liability to you

31.1 What we do not exclude. Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your rights under the Consumer Rights Act 2015 (including that goods are as described, of satisfactory quality and fit for purpose); defective products under the Consumer Protection Act 1987; your rights to compensation under data protection law; or any other liability that cannot lawfully be limited.

31.2 Foreseeable loss. Subject to clause 31.1, if we fail to comply with these Terms, we are responsible for loss you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss that is not foreseeable.

31.3 Private use only. We supply Products and the Tool for domestic and private use only. We are not liable to you for any loss of profit, business, business opportunity or business interruption.

31.4 Free services. Subject to clause 31.1, because the Tool is free, our total liability to you arising from your use of the Tool is limited to £50.

31.5 Your device. If digital content we supply damages your device or other digital content because we did not use reasonable care and skill, we will repair the damage or compensate you.

32. Suspending your access

32.1 We may suspend or end your access to the Website, your account or the Tool if you seriously or repeatedly breach these Terms. We will tell you why, unless the law or a security risk prevents us.

33. Your obligations

33.1 You are responsible for losses we suffer that are a foreseeable result of your breach of clauses 19, 25, 27 or 29, such as uploading someone else's image or infringing content.

34. Events outside our control

34.1 We are not responsible for delay or failure caused by events outside our reasonable control. If such an event affects your order, we will contact you promptly. If the delay is substantial, you may cancel and receive a refund for Products not received.

35. Transfer of this contract

35.1 We may transfer our rights and obligations to another organisation and will tell you if we do. Your rights under these Terms will not be reduced. You may transfer your rights only with our written consent.

36. General

36.1 Third-party rights. No one other than you and us may enforce these Terms.

36.2 Severability. If a court finds any part of these Terms unlawful, the rest will continue in force.

36.3 No waiver. If we delay enforcing these Terms, we may still enforce them later.

36.4 Language. These Terms are available in English only.

37. Business customers

37.1 If you buy as a business, Part C (other than clause 12) does not apply, our total liability to you is limited to the price of the relevant order, and we exclude all implied terms to the extent permitted by law.

38. Governing law and courts

38.1 These Terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts, and the law of your home nation applies where it gives you greater protection.

39. Contact

You're Looking Well Ltd · Soho Works, The Tea Building, 56 Shoreditch High Street, London E1 6JJ · hello@ylwclub.com · Company number 14307617 · VAT GB 437 4676 64