Manage My Skin and Me
What you don't know !
Silent Waste
84%
of people lose money every month on unused services
Lack of Transparency
60%
of users feel lost facing cancellation terms
Budget Illusion
82%
of consumers underestimate the cost of their automatic withdrawals
Fear of Commitment
44%
of subscribers have experienced a 'commercial trap' experience
Legal Validation
All our letters are written by legal experts to guarantee their compliance.
Legal Commitment
We generate legally binding documents that your provider is obligated to honor.
Immediate Efficiency
Free yourself from your commitments in less than 2 minutes, directly online.
Budget Optimization
Regain control of your finances by stopping superfluous withdrawals.
Cancel My Skin and Me: The Right Way
How to cancel my skin and me and reclaim control of your skincare routine
About my skin and me
My Skin and Me is a UK-based online dermatology service that delivers prescription-strength, personalised skincare formulas directly to your home. You work with a qualified dermatologist who assesses your skin through a detailed questionnaire and photographs, then creates a bespoke treatment formula tailored to your specific concerns. The service removes the need for costly in-person appointments whilst maintaining professional oversight of your skincare journey.
The subscription model operates on a two-monthly delivery cycle. Your dermatologist monitors your progress through the app or website and adjusts your formula as your skin improves or changes. Between deliveries, you can message your dermatologist with questions or concerns at no extra cost. This creates an ongoing relationship with a healthcare professional rather than a one-off product purchase, which appeals to people seeking long-term skin solutions.
What you receive with each delivery
Every shipment includes three products: your personalised active treatment formula, a gentle cleanser matched to your skin type, and a complementary moisturiser. The treatment typically contains a 60-day supply, aligning with your two-month billing cycle. Your dermatologist adjusts the formula's strength and ingredients based on how your skin responds, making this a dynamic service rather than static product delivery.
Why people choose this service
My Skin and Me appeals to people frustrated with high-street skincare that doesn't address their specific concerns, as well as those who cannot access or afford private dermatology appointments. The ability to access prescription-strength ingredients like retinoids and azelaic acid without visiting a GP surgery makes professional skincare accessible for many. However, if your skin stabilises, your dermatologist leaves, or you simply need a break, cancellation is straightforward-and Stopee can help you navigate the process smoothly.
Understanding the pricing and what you're committing to
Before you decide whether My Skin and Me is right for you, it's essential to understand the full cost structure and commitment involved. Transparency here helps you make an informed decision about whether to continue or cancel.
| Charge type | Cost | Frequency | What's included |
|---|---|---|---|
| Initial consultation | £39.99 | One-time (first order) | Dermatologist assessment, first product set, 60-day supply |
| Recurring subscription | £39.99 | Every 8 weeks | Personalised formula, cleanser, moisturiser, dermatologist access |
| Formula adjustments | Included | As needed | Changes to prescription strength or ingredients |
| Dermatologist messaging | Included | Unlimited | Between-delivery support and progress checks |
| Annual cost (if uninterrupted) | £259.94 | Calculated over 12 months | Six deliveries plus ongoing professional support |
| Private dermatology appointment (for comparison) | £150-£300+ | Per single consultation | One-time assessment without product provision |
The subscription renews automatically every two months unless you actively cancel. This means if you do nothing, you'll be charged £39.99 on your renewal date. Many people discover charges they weren't expecting because the bi-monthly cycle doesn't align with monthly budget planning. That's where understanding your cancellation rights becomes critical.
Is the cost delivering value for you?
Value is personal. If you're using the product consistently, seeing skin improvement, and actively engaging with your dermatologist through the messaging feature, the cost is likely justified. However, if your skin has stabilised, you've achieved your goals, or you're finding the subscription unaffordable, cancellation is the right move. Don't feel obligated to continue paying simply because the service exists-your financial comfort matters.
Why you might want to cancel my skin and me
Cancellation reasons vary widely, and none of them are wrong. Understanding your situation helps you decide on the best path forward.
Common reasons people cancel
- Your skin has improved significantly and no longer needs intensive dermatologist support
- The bi-monthly cost (£39.99 per cycle) has become unaffordable
- You're experiencing side effects or irritation from the active formula
- You've found an alternative skincare solution that suits you better
- You're unhappy with the dermatologist's recommendations or communication style
- You've cancelled a recent order but want to stop the subscription entirely
- You're moving house or travelling and need to pause deliveries permanently
If any of these resonate with you, cancellation is straightforward. The most important thing is acting before your next renewal date to avoid unwanted charges. Stopee recommends checking your next billing date today if you're considering cancellation-most people find this date in their confirmation email or account dashboard.
Pausing versus cancelling
My Skin and Me may offer a pause option, allowing you to temporarily stop deliveries without fully cancelling your subscription. This is useful if you're travelling, on a tight budget temporarily, or want to assess whether you still need the service. Pausing typically preserves your dermatologist relationship and formula history. However, if you know you won't return, full cancellation is cleaner and removes automatic charges entirely.
Your consumer rights under UK law
The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 protect you when cancelling distance contracts-which includes online subscriptions like My Skin and Me. Understanding these rights strengthens your position if the company resists your cancellation.
The 14-day cooling-off period
You have the right to cancel within 14 days of your first order without providing a reason, provided the goods haven't been used. If you received your initial delivery and are unhappy, you can request a refund. However, once you've used the products (opened and applied them), this protection weakens. My Skin and Me may charge a restocking fee or refuse a refund if you've consumed the formula. Document this in writing if you believe the company is acting unfairly.
Rights after the 14-day window
Beyond the cooling-off period, you have the right to cancel any ongoing subscription at any time. There's no contract lock-in once 14 days have passed, though you may be charged for the current cycle if you cancel mid-billing period. The company cannot force you to pay for future deliveries once your cancellation is processed. Stopee advises cancelling immediately after a delivery arrives-this maximises the time before your next charge and demonstrates your clear intent.
Refunds and the restoration principle
If you've been overcharged, charged after a cancellation request, or charged without your consent, the Consumer Rights Act 2015 entitles you to a refund. If My Skin and Me refuses, you can escalate to the Financial Conduct Authority (FCA) or Citizens Advice Consumer Service. Document all communications-emails, screenshots, dates-to support your claim. Stopee has helped thousands of consumers recover unwanted charges by maintaining clear records.
How to cancel my skin and me step-by-step
Cancellation through the app or website is the fastest route. If you prefer a written record, sending a letter to the registered office ensures there's no ambiguity about your intent.
Cancelling through the app or website
- Log in to your My Skin and Me account on the app or website using your email and password
- If you've forgotten your password, use the "Forgot Password" link on the login page
- Navigate to your account settings or subscription management section
- This is usually found in a menu labelled "My Account", "Profile", or "Subscription"
- Look for a "Manage Subscription" or "Billing" option
- Find the option to cancel or pause your subscription
- The system may ask why you're cancelling-answer honestly so the company understands customer feedback
- You may see an offer to pause instead of cancel; choose cancellation if you want to stop entirely
- Confirm your cancellation request
- The system should display a confirmation message with a cancellation date
- Note this date-it tells you when your subscription stops and your final charge processes
- Take a screenshot or download your cancellation confirmation as proof
- Pro tip: Email this to yourself immediately so you have a timestamped record
- If there's an issue later, you'll have evidence of your cancellation request
- Check your account dashboard to verify cancellation status
- Return to the subscription section and confirm it now shows "Cancelled" or "Active until [date]"
- If it still shows "Active", contact customer support immediately-something went wrong
Cancelling by post
If you prefer a formal, written cancellation or have experienced issues with the online process, send a letter to My Skin and Me's registered office.
- Gather the following information before writing:
- Your full name as it appears on your account
- Your registered email address and phone number
- Your subscription start date (found in your confirmation email)
- Your account number, if available
- Write a clear cancellation letter stating:
- "I wish to cancel my My Skin and Me subscription effective immediately."
- Include all the information listed above
- Request written confirmation of your cancellation
- Ask for confirmation of your next billing date and whether you'll be charged
- Send the letter to the registered office address using Royal Mail Tracked or Special Delivery
- Warning: Standard post leaves no proof of delivery; tracked options provide evidence
- Keep your receipt and tracking number
- Wait for written confirmation from My Skin and Me
- The company should respond within 7-14 days
- If you don't receive confirmation within 14 days, follow up with a second letter referencing your original correspondence
- Retain all letters and tracking documentation
- If a dispute arises, these prove you've done everything correctly and on time
Pro tip: Combine both methods for maximum protection. Cancel online first, then send a confirmatory letter within 48 hours. This covers you whether their online system has glitches and demonstrates your intent through multiple channels. Stopee recommends this dual approach when dealing with subscriptions that have caused frustration.
What happens after you cancel
Cancellation doesn't end instantly-understanding the timeline helps you avoid surprise charges and know what to expect next.
The cancellation timeline
When you submit your cancellation request, it typically takes effect immediately or at the end of your current billing cycle, depending on the company's policy. You should still receive any products already in transit. Your next renewal charge should not process-but verify this by checking your account 2-3 days before what would have been your renewal date. If a charge appears after cancellation, contact Stopee for guidance on disputing it.
What you don't need to do
You don't need to return partially used products if you've been using the formula on your face. My Skin and Me supplied a customised prescription formula designed for your skin; returning used skincare is impractical and unhygienic. However, unopened or sealed products may be subject to return requests depending on the company's policy. Check your cancellation confirmation email for any return instructions.
Your dermatologist relationship ends
Once your subscription is cancelled, you lose access to messaging your dermatologist and cannot request formula adjustments. If you think you might return in the future, consider pausing instead. Pausing preserves your dermatologist relationship and formula history, making it easy to resume. Cancellation severs this connection and would require a new initial consultation if you resubscribe.
Refunds and what to expect
Refund eligibility depends on when you cancel relative to your billing cycle and whether you've used the products.
Refunds within the 14-day cooling-off period
If you received your first delivery within the last 14 days and the products remain unopened and unused, you can request a full refund including the £39.99 consultation fee. Contact My Skin and Me's customer support immediately-don't wait. The company has 14 days from your cancellation request to process the refund, though most do so within 5-7 working days.
Refunds after 14 days
Once you've passed the cooling-off period, refunds depend on your circumstances. If you cancel mid-cycle (for example, 3 weeks into an 8-week billing period), you've typically forfeited the remaining balance-you won't receive a pro-rata refund. However, if you cancel after a delivery has just arrived and before the next charge processes, you simply stop future charges with no refund owed. Cancellation stops future billing; it doesn't reverse past payments unless you have a legitimate complaint (overcharging, unauthorised charges, or broken service).
If charges appear after cancellation
Warning: It's not uncommon for charges to process a few days after cancellation due to system delays. Contact customer support immediately with your cancellation confirmation. If the company refuses to refund, escalate to your bank's dispute team or the Financial Conduct Authority. Stopee recommends keeping cancellation proof for at least 90 days post-cancellation.
Common cancellation mistakes to avoid
Cancelling a subscription sounds simple, but small mistakes can lead to unwanted charges and frustration-let's ensure you get it right.
Mistake 1: cancelling only the next order instead of the subscription
My Skin and Me's app may offer an option to "skip next delivery" or "pause next order". This is not the same as cancelling your subscription. Skipping delays one delivery; your subscription remains active and you'll be charged again after the skip period ends. To permanently cancel, explicitly select "cancel subscription" or "end subscription"-not "skip" or "pause". Verify your account shows "subscription cancelled" or "active until [final date]", not "paused" or "next delivery skipped".
Mistake 2: assuming deletion equals cancellation
Deleting the My Skin and Me app from your phone does not cancel your subscription. Deleting your account on the website also doesn't automatically cancel billing-it simply removes your access. Always navigate to account settings and explicitly process a cancellation request before deleting anything. Stopee has helped consumers recover charges that continued despite account deletion because the underlying subscription was never formally cancelled.
Mistake 3: relying on email confirmation alone
A cancellation confirmation email is helpful but isn't legally binding if the company later claims they received no request. Log into your account periodically after cancellation to verify your subscription status remains cancelled. If it reverts to "active" unexpectedly, this is a red flag-screenshot it and contact support immediately. Document the date and time you noticed the change.
Mistake 4: cancelling just before renewal and expecting no charge
If your renewal date is tomorrow and you cancel today, the charge may still process depending on when the company's billing system runs. Ideally, cancel at least 5-7 days before your renewal date to give the system time to update. If you've cut it close and a charge appears, contact support with your cancellation proof and request a refund. Stopee recommends setting a phone reminder 10 days before your renewal date to cancel ahead of time.
Mistake 5: not keeping cancellation proof
Screenshots expire in your memory; a written record lasts forever. Save your cancellation confirmation email, screenshots of your account status showing "cancelled", and the date and time of your cancellation request. If a dispute arises, this proof is your leverage. Without it, you're relying on the company's records, which may conveniently contradict your account.
Checklist for successful cancellation
Use this checklist to ensure you've covered every step and minimised the risk of surprise charges.
| Action | Completed | Notes |
|---|---|---|
| Check your current renewal date and next billing amount | [ ] | Found in account settings or last email confirmation |
| Decide whether to cancel or pause | [ ] | Cancellation = permanent; pause = temporary hold |
| Cancel via the app or website (fastest method) | [ ] | Screenshot the confirmation immediately |
| Verify subscription status shows "cancelled" or "active until [date]" | [ ] | Log back in 24 hours later to confirm the change stuck |
| Email yourself or save the cancellation confirmation as backup proof | [ ] | Add to a "Subscriptions" folder for easy reference |
| Set a phone reminder for 2 days before your final billing date | [ ] | Check your account to confirm no unexpected charge processed |
| If in doubt, send a confirmatory cancellation letter by tracked post | [ ] | Keep the receipt and tracking number; retain the letter copy |
| Monitor your bank statement for 30 days post-cancellation | [ ] | If a charge appears, contact support with proof of cancellation |
What customers are saying about my skin and me
Reviews offer insight into whether the service lives up to expectations and whether cancellation is the right choice for you.
Positive feedback
Customers consistently praise the dermatologist's expertise and personalised approach. Many report visible skin improvement within 8-12 weeks, particularly for acne, rosacea, and sensitivity issues. The unlimited messaging feature receives high marks-people appreciate being able to ask questions between deliveries without booking additional consultations. Users also value the bi-monthly delivery schedule, which feels less intrusive than monthly subscriptions.
Cancellation-related feedback
Some customers report frustration with the online cancellation process not working on first attempt, requiring multiple tries or customer support intervention. Others mention that the company offers discounts or "one-time pause" deals during the cancellation process-these are negotiation tactics to keep you subscribed. If you're committed to cancelling, decline these offers and proceed with your request. A few customers note they weren't aware of the bi-monthly billing cycle and cancelled after one surprise charge, which is understandable given the subscription format isn't always clearly explained during signup.
Overall rating
My Skin and Me maintains a 4.5 out of 5 stars across most platforms. The company delivers on its core promise-professional dermatology access and personalised formulas-but some customers find the cost and subscription commitment steeper than expected. This rating reflects a genuinely useful service with some friction around billing and cancellation transparency.
Comparison: should you stay, pause, or cancel?
This table helps you weigh the pros and cons of each option based on your situation.
| Option | Best for you if... | Cost implication | Reversibility |
|---|---|---|---|
| Stay subscribed | Your skin is improving, you're engaged with your dermatologist, and you can afford £39.99 every 8 weeks | £259.94 per year | Easy to cancel anytime |
| Pause subscription | You need a temporary break (travel, budget constraint, skin adjustment period) but may return later | Zero charges during pause period | Easy to resume; dermatologist and formula history preserved |
| Cancel subscription | You've achieved your skincare goals, found a cheaper alternative, or the cost is unaffordable long-term | No future charges after cancellation | Possible to resubscribe, but requires new consultation fee (£39.99) |
| Negotiate or ask for discount | You want to stay but need a lower price; you've been a customer for 6+ months | Possibly £29.99-£34.99 per cycle if approved | Remains flexible; easy to cancel if discount offer ends |
Stopee recommends being honest with yourself about why you're considering cancellation. If it's purely financial and you'd stay if the price were lower, ask customer support whether they offer loyalty discounts. Many subscription companies have retention budgets specifically for this. However, if the issue is that you no longer need the service or prefer a different approach to skincare, cancellation is the right choice-continuing to pay for something you don't use is money you could redirect elsewhere.
How to contact my skin and me
Whether you're cancelling by post or escalating a dispute, you need the correct contact details for My Skin and Me.
Registered office address for written cancellation
Send your cancellation letter via Royal Mail Tracked or Special Delivery to:
My Skin and Me Ltd
Registered Office: [London-based address, contact support for current address]
Note: Address information may change. Before posting a cancellation letter, verify the current registered office address by:
- Checking your original welcome email (usually includes contact details)
- Visiting the My Skin and Me website and navigating to "Contact Us" or "About Us"
- Emailing their customer support to request the registered office address for formal correspondence
Using the correct address ensures your letter reaches the right department and is processed promptly. Incorrectly addressed mail may be delayed or returned, putting your cancellation timeline at risk.
Customer support contact
For queries, cancellation assistance, or disputes, contact My Skin and Me's customer support through:
- In-app messaging: Most responsive for account-related queries
- Website contact form: Check the "Contact Us" or "Help" section
- Email: Look for a support email address in your account or welcome email
- Escalation: If standard support doesn't resolve your cancellation issue, request the complaints department or manager
If the company refuses to cancel
My Skin and Me must honour your cancellation request under the Consumer Rights Act 2015. If they refuse or ignore your request, escalate to:
- Citizens Advice Consumer Service: Free advice on consumer rights and dispute resolution (www.citizensadvice.org.uk)
- Financial Conduct Authority (FCA): Regulatory body overseeing subscription services and billing practices
- Your bank or credit card company: Dispute the charge if the company continues billing after cancellation
Stopee has helped thousands of consumers navigate these escalations and recover unwanted charges. Document every communication-dates, names, responses-to support your case if you need to escalate beyond customer support.
Final thoughts: taking control of your subscriptions
Cancelling My Skin and Me is straightforward once you know the process and your rights. The most important step is acting before your next renewal date, confirming cancellation in writing, and keeping proof. Subscription services are designed for ongoing revenue, which means they depend on customers either forgetting to cancel or finding the process too cumbersome. By following this guide, you're reclaiming control and ensuring you only pay for services that genuinely add value to your life.
If you're uncertain about cancellation, pause instead. If you're ready to move on, follow the online cancellation steps first, then send a confirmatory letter for legal protection. Monitor your bank statement for 30 days post-cancellation and escalate immediately if unexpected charges appear. Stopee has helped thousands of consumers cancel subscriptions, recover overcharges, and avoid dark patterns designed to trap users. You now have the knowledge to do the same. Act today, and you'll be free from My Skin and Me within days-stress-free and protected by law.