Refund Policy
Effective date: 28 September 2026
1. Scope
This Refund Policy applies to paid subscriptions (Glow Insider, Glow VIP), Analysis Passes for the SKYNN AI Advanced AI Dermatology Analysis, virtual dermatologist consultation bookings facilitated through the Platform, and marketplace transactions where SkinLabs acts as a payment-collection agent. It should be read with our Terms of Service. Nothing here limits your mandatory rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECTA).
2. Subscriptions — 30-Day Money-Back Guarantee
If you subscribe to a paid membership without first starting a free trial, you may request a full refund within 30 days of the initial charge.
Important: Starting the free trial of Glow Insider (currently free until 1 November 2026 under a limited-time promotion, no card required) forfeits the 30-day money-back guarantee. After the trial converts to a paid subscription, ordinary cancellation rights apply (access until the end of the paid period) but the full-refund guarantee does not.
Refunds are processed to the original payment method within a reasonable period (typically 5–15 business days).
3. ECTA Cooling-Off Rights
Where ECTA section 44 applies, a consumer may cancel without reason and without penalty within seven days after the conclusion of the agreement. Certain exclusions apply (including services that began with the consumer’s consent before the end of the period). The 30-day guarantee is additional to any applicable ECTA right.
4. Analysis Passes
An Analysis Pass is used when you submit an Advanced AI Dermatology Analysis. It is returned to your balance automatically if the submission fails, if SkinLabs does not release it, or if you withdraw it before a report is released. Unused Passes may be refunded within 14 days of purchase. Once a report has been released, the Pass used for it is non-refundable except where required by law or in cases of clear service failure attributable to SkinLabs. The Basic AI Skin Analysis never uses a Pass.
5. Virtual Dermatologist Consultations
When the consult feature is live, SkinLabs acts as a booking and payment-collection facilitator for independent HPCSA-registered practitioners. Cancellation rules will be shown at booking. As a general guideline:
- Cancellations more than 24 hours before the scheduled consult may be eligible for a full refund of the consultation fee;
- Cancellations within 24 hours or failure to attend may result in forfeiture or a partial refund at the practitioner’s discretion;
- If the practitioner cancels, you will receive a full refund or the option to reschedule.
6. Marketplace Transactions
When the multivendor marketplace is operational, SkinLabs collects payment as agent for the listed seller. The contract is between you and the seller. Refund and return requests should in the first instance be directed to the seller in accordance with the seller’s policy and the CPA. SkinLabs will cooperate in facilitating refunds of amounts it holds where the seller authorises a refund or a competent authority orders one.
7. How to Request a Refund
Email legal@skinlabs.co.za with the subject “Refund Request”, your account email, transaction reference (if available), and a brief description. We aim to acknowledge within 2 business days.
Questions? Contact legal@skinlabs.co.za