How to cancel My Skin and Me in the UK and take back control of your skincare

Understanding My Skin and Me and your subscription commitment

My Skin and Me is a UK-based online dermatology service that pairs you with a qualified dermatologist to create bespoke, prescription-strength skincare formulas delivered directly to your home. Rather than purchasing off-the-shelf products, you complete a detailed assessment including photographs and answers about your skin concerns, and your dermatologist designs a personalised treatment tailored to your specific needs. This model removes the barrier of costly private appointments whilst maintaining professional medical oversight throughout your skincare journey.

The service operates on a two-monthly billing cycle. Your dermatologist reviews your progress through the app or website and adjusts your formula's strength and ingredients as your skin responds. Between deliveries, you can message your dermatologist with questions at no additional cost. Consequently, you're entering an ongoing professional relationship rather than a simple product purchase, which appeals to people seeking sustained, medically-guided skincare solutions.

What each delivery includes

Every shipment contains three items: your personalised active treatment formula, a gentle cleanser matched to your skin type, and a complementary moisturiser. The treatment provides a 60-day supply, aligning with your two-month billing interval. Your dermatologist adjusts the formula's active ingredients and concentrations based on your skin's response, making this a dynamic service rather than a static product subscription.

Why you might choose this service

My Skin and Me attracts people frustrated with high-street skincare products that fail to address their specific concerns, as well as those unable to access or afford private dermatology appointments. Access to prescription-strength ingredients such as retinoids and azelaic acid without visiting your GP surgery makes professional skincare accessible to many. However, once your skin stabilises, your dermatologist moves on, or you simply need a break, you can cancel straightforwardly. Yafee specialises in helping consumers like you navigate this process smoothly.

Pricing breakdown and what you're committing to pay

Before deciding whether to continue or cancel your subscription, you must understand the complete cost structure and payment frequency involved. Transparency about charges helps you make an informed choice about your ongoing commitment.

Your subscription renews automatically every two months unless you actively cancel before your next billing date. This means if you take no action, you'll incur a charge of £39.99 on your renewal date. Many subscribers discover unexpected charges because the bi-monthly cycle does not align with traditional monthly budget reviews. Understanding your legal cancellation rights is therefore essential.

Evaluating whether the cost delivers value for your skin

Value depends entirely on your circumstances. If you're using the products consistently and observing measurable improvements in your skin, the cost may represent better value than multiple high-street products or a private dermatology appointment (which typically costs £150 to £300 for a single consultation). Conversely, if your skin has stabilised, you're experiencing side effects, or you're not using the products, continuing to pay £39.99 every eight weeks may not justify the expense. Yafee recommends that you assess your actual usage and skin outcomes before deciding to cancel.

Your legal rights as a consumer in the UK

Your right to cancel is grounded in UK consumer protection law, specifically the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. These laws exist to protect you when you purchase goods or services at a distance (online or by phone), as you do with My Skin and Me.

Distance selling and the 14-day cancellation period

Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel a distance contract within 14 calendar days from the date you received your first order, without giving a reason. This cooling-off period applies regardless of My Skin and Me's internal policy. In practice, this means you can change your mind about the service within two weeks of your first delivery and request a full refund, provided the products remain largely unused.

Crucially, this 14-day right applies only to your initial order. Once you move beyond this cooling-off window, cancellation is treated differently. You may still cancel your ongoing subscription, but your entitlement to a refund depends on My Skin and Me's terms and whether your next billing date has already passed.

Cancellation rights beyond the 14-day period

After the initial 14-day cooling-off period, you retain the right to cancel your subscription at any time. However, you cannot claim a refund for charges already incurred. The Consumer Rights Act 2015 requires that cancellation be as easy as the method you used to purchase. Since you subscribed via the My Skin and Me app or website, you must be able to cancel through the same digital channels. If the company makes cancellation deliberately difficult or impossible online, this may breach the Act, and you can escalate to the Consumer Rights Act enforcement body.

Your legal position

You have the right to cancel your subscription at any time. Within the first 14 days, you can cancel and request a full refund. After 14 days, you can cancel but you will not receive a refund for the current billing cycle unless there is a specific contractual refund provision. My Skin and Me must process your cancellation request within 14 days of receiving it. If the company refuses to cancel or delays unreasonably, you can lodge a complaint with the Competition and Markets Authority (CMA) or seek support from your local Citizens Advice consumer service.

Methods to cancel your My Skin and Me subscription

My Skin and Me offers multiple cancellation routes, and you should choose the method that provides the clearest record of your request and the company's response.

Cancel via the My Skin and Me app or website

This is the quickest and most documented method. Log into your account, navigate to your subscription or account settings, and look for a "Cancel subscription" or "Manage subscription" option. The app or website will typically ask you to confirm your cancellation and may offer a discount or pause option to try to retain you. Proceed past these retention offers and complete the cancellation request. Take a screenshot of the confirmation page showing your cancellation has been processed, as this serves as proof should any dispute arise.

Cancel by email

If you prefer written communication or the app/website cancellation option is unavailable or unclear, send a cancellation email to the customer support address listed on My Skin and Me's website or in your account settings. State clearly in the subject line: "Request to cancel subscription" followed by your account email or customer reference number. In the body, specify: your full name, email address, account reference, and a clear statement that you wish to cancel your subscription effective immediately. Request written confirmation of cancellation. Send this email via a traceable method (ordinary email is acceptable, but consider using read receipts or sending a copy to yourself for proof).

Cancel by post

You may also cancel by sending a written request to My Skin and Me's registered office address (see the address section below). Use a method that provides proof of posting, such as special delivery or recorded mail. Include your full name, email address, account reference number, and a clear statement requesting subscription cancellation. Post your letter and retain your receipt as proof of posting. Processing by post typically takes 5 to 10 working days longer than digital cancellation, so use this method only if app, website, or email contact is unavailable.

Step-by-step cancellation process

Follow these sequential steps to ensure your cancellation is processed correctly and your account is closed.

1. Log into your My Skin and Me account via the app or website.
   • Use your registered email address and password.
   • If you cannot access your account, reset your password via the login page and attempt to access again.
2. Navigate to your account settings or subscription management page.
   • Look for tabs labelled "My Account", "Subscription", "Billing", or "Preferences".
   • The exact wording depends on the app version or website design.
3. Find and select the "Cancel subscription" or "Manage subscription" option.
   • This button or link may appear under your billing information or upcoming delivery details.
   • Click or tap it to begin the cancellation workflow.
4. Review any retention offers or alternatives presented by the app or website.
   • My Skin and Me may offer a discount, a pause period, or a change to your formula.
   • If you wish to proceed with cancellation, ignore these offers and select "Cancel anyway" or the equivalent option.
5. Confirm your cancellation by entering your password or answering a security question if prompted.
   • This verification step protects your account from unauthorised cancellation.
6. Take a screenshot or note the date and time of your cancellation confirmation.
   • The screen should display a message such as "Your subscription has been cancelled" or "Cancellation confirmed".
   • This proof is valuable if any charges appear after cancellation.
7. Check your email for a cancellation confirmation message from My Skin and Me.
   • This email should arrive within 1 to 2 working days.
   • Save this email in a dedicated folder for your records.
   • If no confirmation email arrives within 48 hours, contact customer support using the steps outlined above.

What happens after you cancel

Cancellation does not mean immediate access is cut off; rather, it stops future billing and may preserve limited access during any transitional period. Understanding what to expect post-cancellation prevents confusion or unwanted surprises.

Your access to the app and dermatologist support

Once you cancel, you will typically lose access to the My Skin and Me app and your dermatologist messaging service within 7 to 14 days. Any pending deliveries scheduled before your cancellation date will usually still be sent; if you do not wish to receive this final shipment, contact customer support immediately upon cancellation to request that no further deliveries be dispatched. Consequently, you should use this final 7 to 14 day window to download or note any skin progress photos, treatment history, or dermatologist notes that you wish to retain.

Checking your billing after cancellation

Monitor your bank account or credit card statement for the next two billing cycles after cancellation. You should not see any new charges from My Skin and Me after your cancellation date. If a charge appears, contact the company immediately and provide them with a copy of your cancellation confirmation. If My Skin and Me refuses to refund an erroneous post-cancellation charge, you can dispute it with your bank or card issuer and reference your cancellation proof as supporting evidence.

Unsubscribe from marketing communications

Cancelling your subscription does not automatically unsubscribe you from marketing emails. Log back into your account (if still accessible) or click the "Unsubscribe" link at the bottom of any marketing email to opt out of promotional communications. Alternatively, contact customer support and ask to be removed from all marketing lists.

Refunds and what you're entitled to claim

Your right to a refund depends on when you cancel and whether you fall within the statutory 14-day cooling-off period or are cancelling an ongoing subscription.

Refunds within the 14-day cooling-off period

If you cancel within 14 calendar days of receiving your first order, you are entitled to a full refund of all charges, including the initial consultation fee and the product cost. My Skin and Me must process this refund within 14 days of your cancellation request. The refund should be credited to your original payment method (the card or bank account you used to purchase). You may be asked to return unopened or lightly used products, though the company cannot charge you a restocking fee if products are unused. If My Skin and Me requests return of products, ask for a pre-paid returns label so you incur no cost.

Refunds after the 14-day period

If you cancel after day 14 but before your next billing date, you are not entitled to a refund for the current subscription cycle that you've already paid for. However, you must not be charged on your next scheduled billing date. If a charge appears after cancellation, contact My Skin and Me immediately and request a refund, referencing your cancellation date as proof that you no longer wish to be a customer.

Disputed refunds and escalation

If My Skin and Me refuses to refund you within the 14-day period or claims you are ineligible for a refund you believe you deserve, gather your evidence (order confirmation, cancellation screenshot, email correspondence) and write to the company requesting written explanation of their refusal. If they do not respond satisfactorily within 14 days, lodge a complaint with the Competition and Markets Authority or contact your local Citizens Advice consumer service. Yafee has helped thousands of consumers recover disputed refunds by documenting the cancellation chain and invoking their statutory rights under the Consumer Contracts Regulations 2013.

Common mistakes to avoid when cancelling

Cancellation can feel daunting, but being aware of these frequent pitfalls means you can sidestep them and ensure a clean exit from your subscription.

Mistake 1: cancelling only through customer support chat without written confirmation

If you tell a customer support representative verbally or via live chat that you wish to cancel, always follow up with a written email confirmation or app-based cancellation. Live chat conversations can be deleted or disputed, leaving you with no proof of your cancellation request. Always obtain written documentation.

Mistake 2: assuming cancellation means you won't be charged again

Some customers cancel but do not wait for the confirmation email; they assume the cancellation is processed immediately. In reality, backend processing can take 24 to 48 hours. Check your cancellation status in the app after 48 hours to confirm it shows as "Cancelled". If your next billing date arrives and you've not yet received confirmation, contact support proactively.

Mistake 3: not taking a screenshot of your cancellation confirmation

Screenshots are your proof of cancellation. If a dispute arises weeks later (for example, a charge that should not have been made), a screenshot showing the date, time, and cancellation confirmation message is invaluable evidence. Always capture this proof at the moment of cancellation.

Mistake 4: deleting customer support emails

Retain all emails from My Skin and Me, especially order confirmations, billing notifications, and any cancellation confirmation. These form a paper trail that proves your engagement with the service and your cancellation request.

Mistake 5: cancelling without checking your billing cycle

If you cancel the day before your next billing date and the charge has already processed, you may need to request a refund separately. Conversely, if you cancel mid-cycle, no charge is due until your next scheduled date. Check when your next billing date falls before cancelling, so you understand whether you're due a refund or simply stopping future charges.

Comparison of cancellation methods

Each cancellation route has distinct advantages and disadvantages. Use this table to select the method best suited to your circumstances.

Frequently encountered issues and how to resolve them

Even with careful planning, you may encounter obstacles. Here's how to address the most common problems.

Issue: you cannot find the cancellation button in the app

The app interface varies by version and device. Try the following: log into the web version of My Skin and Me instead (via a browser on a computer or phone) and navigate to your subscription settings there. If the button is still not visible, contact customer support via email and request they either direct you to the correct page or process your cancellation on your behalf. In your email, state: "I have attempted to cancel my subscription via the app but cannot locate the cancellation option. Please process my cancellation immediately and send written confirmation."

Issue: you receive a charge after cancellation

Do not panic. Contact My Skin and Me immediately with your cancellation screenshot and ask for a refund explanation. Most erroneous charges result from processing delays and are refunded promptly once disputed. If the company does not refund within 7 days, contact your bank and initiate a chargeback, providing your cancellation proof as evidence. Yafee advises that you keep all documentation until the refund is confirmed in your account.

Issue: My Skin and Me claims you did not cancel

If the company denies receiving your cancellation request, provide them with your screenshot, email confirmation, or Royal Mail receipt, depending on your method. If they continue to deny it, escalate to the Competition and Markets Authority with all evidence attached. The CMA has authority to investigate consumer complaints and can compel the company to review their records.

Should you cancel or pause instead

My Skin and Me may offer a "pause" option, which temporarily suspends deliveries without cancelling your subscription. Consider pausing if your skin is stable but you wish to review results before committing further, or if you're experiencing minor side effects and want time to adjust. Pausing typically lasts 2 to 4 weeks and preserves your dermatologist relationship. Conversely, cancel outright if you do not intend to return to the service or if you wish to sever all ongoing charges and commitments.

Contact information and postal address for cancellation

If you need to cancel by post or escalate a cancellation dispute, use the following details:

My Skin and Me customer support: Check your account dashboard, app settings, or any order confirmation email for the current customer support email address and postal address, as these may change. Alternatively, visit the My Skin and Me website's "Contact Us" or "Help" section for up-to-date contact details.

Escalation: If My Skin and Me does not respond to your cancellation request within 14 days, or if you believe your consumer rights have been breached, contact:

• Competition and Markets Authority (CMA): www.gov.uk/cma
• Citizens Advice Consumer Service: consumer.citizensadvice.org.uk
• Your card issuer or bank (to dispute charges or initiate a chargeback)

Summary and next steps

Cancelling My Skin and Me is a straightforward process when you follow the legal framework and procedural steps outlined in this guide. You have the right to cancel at any time, with a statutory 14-day cooling-off period entitling you to a full refund if you change your mind early. After 14 days, you can still cancel to stop future charges, though refunds for the current cycle depend on your billing date and the company's refund policy.

Your clearest and fastest route is to cancel via the app or website, taking a screenshot of your confirmation for your records. If you encounter resistance or your cancellation is not processed, you have recourse through the Consumer Rights Act 2015 and can escalate to the Competition and Markets Authority. Yafee is committed to helping UK consumers like you navigate subscription cancellations with confidence and clarity. For further support or to verify your specific rights, consult your Citizens Advice local office or visit www.gov.uk/consumer-rights for the latest guidance on distance selling and online subscriptions.