Nuerra Skin Collective
Treatment Package Terms and Conditions
1. Status of this document
These terms apply to Nuerra Skin Collective Packages (Restore and Renew). They sit alongside, and do not replace, Nuerra's general website Terms of Use, Privacy Policy, and Cancellation Policy, each of which continues to apply. Nothing in these terms limits or excludes any right you have under English law that cannot lawfully be limited or excluded, including your rights under the Consumer Rights Act 2015. If any part of these terms conflicts with those rights, your statutory rights take priority.
2. Definitions
"Package" means the fixed bundle of Sessions and benefits you purchase (Restore or Renew), for the Package Price, as described in clause 3.
"Session" means one Treatment redeemable under your Package.
"Package Price" means the single, total, fixed price of your Package as shown at checkout, regardless of how you choose to pay it.
"Instalment Plan" means paying the Package Price in instalments over time rather than in full at purchase, as set out in clause 4.
"Validity Period" means the period from your purchase date within which your Sessions must be used: 6 months for the Restore Package, and 12 months for the Renew Package.
"Cooling-Off Period" means the 14-day period described in clause 5.
"We", "us", "our" means Nuerra Ltd (company number 16561720). "You", "your" means the individual customer.
3. Your Package
Restore Package: 6 Restore Treatments (double cleanse and enzyme exfoliation, extractions where clinically appropriate, facial massage, and hydrating LED light therapy mask) for a Package Price of £300, valid for 6 months from purchase, plus priority booking, 10% off retail products for the Validity Period, and 20% off one additional treatment during your birthday month if it falls within the Validity Period.
Renew Package: 9 SkinPen micro-needling Treatments (with numbing and scalp massage, a calming mask with cooling ice globes) for a Package Price of £1,380, valid for 12 months from purchase, plus priority booking, 10% off retail products for the Validity Period, and a complimentary £150 Ameela Exosomes upgrade during your birthday month if it falls within the Validity Period.
Your Package is a fixed bundle purchased at a single, all-in price, it is not a subscription and does not automatically renew or continue after your Sessions are used or your Validity Period ends. Your practitioner will carry out a brief assessment at each visit and may reasonably adapt the specific protocol used within a Session to what your skin needs that day; this does not change the number of Sessions, the Package Price, or your entitlement under your Package.
4. Price and how you can pay
The Package Price is fixed at the point of purchase and will not change during your Validity Period, however you choose to pay it. You can pay:
in full, at the time of purchase; or
by an interest-free Direct Debit Instalment Plan that we operate directly, spread over up to 6 months (Restore) or up to 12 months (Renew), with no interest or charges added; or
using Klarna, Clearpay, or another third-party payment provider we offer at checkout. If you choose this option, you are entering into a separate credit agreement with that provider, not with us. That provider, not Nuerra, is responsible for the terms of your credit agreement, any affordability checks, and handling any payment difficulties or complaints about the credit itself; we remain responsible only for the Treatments we provide to you.
However you pay, the Package Price is a single, fixed commitment for the whole Package, not a recurring fee for ongoing access. Choosing an Instalment Plan is simply a way of spreading payment of that fixed price; it does not change what you are entitled to or what you owe.
5. Your right to change your mind (14-day cooling-off period)
Because you are purchasing online, the Consumer Contracts Regulations 2013 give you 14 days from your purchase date to cancel for any reason and receive a full refund of anything you have paid, provided no Session has yet taken place.
If you ask us to carry out your first Session before the 14 days is up, you are entitled to do so, but you acknowledge that once a Session has been performed with your express request and informed consent to start before the Cooling-Off Period ends, we will deduct a fair amount reflecting the Session already supplied (calculated as set out in clause 7) if you then cancel during the remainder of that period. We will always tell you this clearly, and ask you to confirm it, before we book an early appointment for you.
To exercise this right, simply tell us in any clear written statement (email is fine) or use the cancellation method in our Cancellation Policy.
6. Using your Package
Sessions must be booked in advance, subject to appointment availability, and used within your Validity Period. Sessions remaining at the end of the Validity Period do not carry a cash value and are not refunded, reflecting that the Package Price was set on the basis of the whole bundle being used within that window. If something outside your control has genuinely prevented you from using your Sessions in time (for example, illness, hospitalisation, or bereavement), get in touch and we will consider a reasonable extension on the facts of your situation.
Cancelling or rescheduling an appointment, and what happens if you cancel with short notice or do not attend, is dealt with in full in our Cancellation Policy, which forms part of this agreement. In summary: we ask for at least 48 hours' notice to reschedule; less notice, or a no-show without contacting us, will usually mean that Session is treated as used; and where something outside your control has come up, we will look at this reasonably rather than applying it rigidly.
If you are paying by our Instalment Plan, a new Session becomes available to book once your instalment payments to date cover that Session's share of the Package Price. In practice, this normally works out to one Restore Session becoming available each month, or one Renew Session every 6 weeks, in step with your payment schedule, which also matches the recommended clinical interval between these Treatments. If you pay in full upfront, or pay via Klarna, Clearpay, or another third-party provider, this pacing does not apply, and you may book your Sessions at your own pace within the Validity Period, subject to appointment availability and the clinically recommended interval between Treatments.
7. Instalment Plans: what happens if a payment is missed, or you want to stop
Missed payments
If an Instalment Plan payment fails, we will let you know and give you a reasonable opportunity, currently 7 days, to put it right. While a payment is overdue, we may pause booking of further Sessions until your account is up to date, but the Package Price remains due in full, pausing bookings does not reduce or cancel what you owe.
If you want to stop your Package altogether
Because your Package is a fixed-price purchase rather than a subscription, the Package Price is generally owed in full once your Cooling-Off Period has ended, whether or not you use every Session, in the same way a pre-paid class pass or course of treatments would work elsewhere. That said, we don't think it's fair to hold you to instalments for a Package you no longer want at all. If you contact us to stop early, we will work out:
(a) the value of the Sessions you have actually received, calculated at the Package Price divided evenly across the total number of Sessions in your Package (for example, £300 ÷ 6 = £50 per Restore Session, or £1,380 ÷ 9 = £153.33 per Renew Session); less
(b) the total amount you have actually paid us to date.
If (a) is greater than (b), you pay the difference as a single final amount, and no further instalments are due. If (a) is equal to or less than (b), you owe nothing further, and no refund is due for Sessions not yet taken, reflecting clause 6. Either way, once this is settled, your remaining instalments are cancelled and no more Sessions are available under that Package. This calculation can never ask you for more than the Package Price itself.
This clause 7 does not apply where you are paying via Klarna, Clearpay, or another third-party provider, in that case, your obligation to that provider under your credit agreement with them is a separate matter between you and them, and stopping your Sessions with us does not by itself change what you owe them; you should contact your provider directly about your credit agreement.
8. If we can't provide your Treatment
If we are unable to provide a Session for a reason within our control (for example, an extended closure or a period where we cannot offer appointments), we will extend your Validity Period to make up for the lost time, or, if you would prefer, refund you for any Sessions you have paid for but not received.
9. Clinical suitability, consent and your safety
Every appointment includes a brief skin and, where relevant, medical-history assessment. You agree to give us accurate and up-to-date information about your health, medications, allergies, pregnancy or planned pregnancy, and any other matter that could affect the suitability of a Treatment, and to tell us promptly if anything changes between visits.
We reserve the right to amend, adapt, postpone, or decline a Session where our practitioner reasonably considers this clinically necessary for your safety. This is not a breach of your Package and does not, by itself, entitle you to compensation, though where we postpone a Session for clinical reasons we will always work with you to rebook it, and will extend your Validity Period to cover any delay caused by us.
Full treatment-specific consent forms, aftercare advice, and contraindication information will be provided separately and form part of your agreement to receive each Treatment.
10. Our responsibility to you
We will carry out your Treatments using reasonable care and skill, as required by the Consumer Rights Act 2015. Where we fail to do this, you have the statutory rights available to you under that Act, including the right to require us to repeat the Treatment at no extra cost, or a price reduction, and nothing in these terms limits or excludes those rights.
Subject to the paragraph above, and to the extent permitted by law: we do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited. For any other loss, our total liability to you arising out of your Package is limited to the Package Price you paid, and we are not liable for indirect or consequential losses that were not reasonably foreseeable to both of us at the time you purchased your Package.
11. Changes we may make to these terms
We may need to update these terms from time to time, for example to reflect a change in the law or how we operate. Any change will only apply to Packages purchased after the change takes effect; it will not alter the terms of a Package you have already bought.
12. Transfer
Your Package is personal to you and cannot be transferred to another person or exchanged for cash, though we may, at our discretion, agree to a transfer in genuinely exceptional circumstances if you ask us. We may transfer our rights and obligations under this agreement to another business, for example if we sell or restructure Nuerra Ltd, but only where this does not reduce the protections available to you under these terms, and we will give you reasonable notice if this happens.
13. Complaints and resolving disputes
If anything about your Package or a Treatment is not right, please contact us first so we can put it right. We aim to acknowledge complaints within 5 working days and resolve them promptly and fairly.
If we cannot resolve a complaint between us, we are not currently signed up to an alternative dispute resolution (ADR) scheme, and you are free to pursue the matter through the courts or via Citizens Advice / Trading Standards. Using these terms does not affect your right to bring a claim through the small claims track of the County Court, or to contact Citizens Advice (0808 223 1133) or Trading Standards for free, impartial guidance. If your complaint relates to a Klarna, Clearpay, or other third-party credit agreement, you should also contact that provider directly, and you have the right to refer an unresolved complaint about that agreement to the Financial Ombudsman Service.
14. Data protection
We only use your personal and health information as described in our Privacy Policy, which forms part of this agreement. Health and treatment information you give us is treated as special category data under UK GDPR and is used only to provide safe, suitable Treatments to you. Where you pay via a third-party provider, that provider will separately process your information under its own privacy policy in order to assess and manage your credit agreement.
15. General
Entire agreement: these terms, together with the documents they refer to (our Terms of Use, Privacy Policy, and Cancellation Policy), are the entire agreement between us about your Package.
Severability: if any part of these terms is found unenforceable, the rest continues to apply.
No waiver: if we do not immediately enforce a right under these terms, we can still enforce it later.
Third parties: nobody other than you and Nuerra Ltd can enforce these terms, except where the law says otherwise.
Governing law: these terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, though if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.
16. Questions
If anything in these terms is not clear, or you would like to talk through your options before buying a Package, get in touch and we will explain everything in plain terms before you commit to anything.
Nuerra Ltd, registered in England & Wales, Company No. 16561720.