This schedule applies to every patient enrolled on a Thames Skin Clinic skincare protocol/programme (including, but not limited to, ZO Skin Health). It applies for the duration of the patient’s time on the protocol, and continues to apply to any facts that only come to light later — for example, if Thames Skin Clinic only becomes aware after the fact that products have been purchased outside the clinic.
Thames Skin Clinic will recommend a skincare protocol tailored to your skin assessment. The protocol, product combination, and usage instructions are based on the specific products, concentrations, and formulations supplied and prescribed by Thames Skin Clinic. Changes to the products used, their source, or how they are used may affect the results and safety of your protocol.
We recommend purchasing all products included in your protocol directly through Thames Skin Clinic. This is the only way we can confirm:
• the product is genuine and correctly formulated for your protocol
• it has been stored and transported correctly (many active skincare ingredients are sensitive to heat, light and time)
• its batch and expiry are within date
• it matches the exact strength/formulation we have prescribed for you
This clause applies whether we are told about a product’s source at the time, or whether we only become aware of it later — including during a follow‑up review, repeat consultation, or at any other point during or after your protocol.
We understand that patients may, from time to time, purchase skincare products included in their protocol from a third party, online retailer, marketplace, or other source outside Thames Skin Clinic.
Under the core Terms and Conditions, you acknowledge that Thames Skin Clinic has no way of verifying the authenticity, formulation, ingredient concentration, storage history, handling, or expiry of any product not supplied directly by us — regardless of when we become aware that a product was sourced elsewhere.
You acknowledge that unauthenticated or improperly stored products may be counterfeit, diluted, degraded, mislabelled, or otherwise unsuitable, and may increase the risk of irritation, allergic reaction, breakout, poor or absent clinical results, or other adverse effects.
Where we provide advice, a protocol review, or ongoing support relating to your skincare regime, that advice is based only on the information and/or images you provide to us. It is not a physical inspection or laboratory verification of any product, and does not amount to us confirming or guaranteeing that product’s authenticity or condition.
You accept that Thames Skin Clinic is not liable for any adverse reaction, ineffective result, or other harm arising from products you have purchased or obtained from outside the clinic, whether or not we were aware of this at the time we gave advice.
Nothing in this clause removes your legal rights, and it does not cover harm caused by our negligence in the advice we give based on the information you provide us.
We may ask you, at any review, where your current products were purchased, so we can give you the most relevant advice — please answer this honestly, as it directly affects the guidance we can safely give you.
Skincare protocols are designed to be followed as prescribed — in the correct order, frequency, and combination. Deviating from the protocol (including substituting products, changing frequency, or combining with other active skincare or treatments not agreed with us) may reduce the effectiveness of your programme or increase the risk of irritation or other adverse effects, and Thames Skin Clinic cannot be held responsible for outcomes affected by such changes.
Thames Skin Clinic will review your progress at agreed intervals. You should tell us about any product changes, reactions, other skincare or treatments you introduce, or products purchased from outside the clinic, so that we can give you safe and accurate advice. Advice given at a review reflects the information available to us at that time.
Skin response to any protocol varies between individuals. We will explain what results can reasonably be expected based on your assessment, but we cannot guarantee a specific outcome, particularly where the protocol has not been followed as prescribed or has been supplemented with products not supplied by us.
Nothing in these terms limits your rights under the Consumer Rights Act 2015, or excludes our liability for death or personal injury caused by our negligence, which cannot be excluded by law. These terms are intended to record the practical limits of what Thames Skin Clinic can verify and guarantee, not to remove your statutory protections.
If you have any questions about this Skincare Protocol & Product Sourcing Policy, please contact us:
• visit this page on our website: https://www.thamesskin.co.uk/contact-us/
• send us an email: [email protected]
