Support
Help and answers
The questions we are asked most, and how to reach a person when the answer is not here.
Scans and scores
What does a face scan actually measure?
The app analyses images of your face to produce skin readings — hydration, redness, pores, fine lines and others — and combines them into a SkinIQ Score. The readings describe what is visible in the image at that moment. They are not a diagnosis, and the app is not a medical device.
Is my face used to identify me?
No. Images are analysed to produce readings only. We do not build a facial-recognition template from them and we do not match you against any database.
How long are my scan images kept?
Original scan images are kept for 90 days so that you can compare scans and we can re-run an analysis if you report a problem, after which they are deleted or irreversibly de-identified. The derived readings and scores stay for the life of your account so that your history and forecasts work. You can delete an individual scan at any time.
Why did my score change between two scans?
Readings respond to lighting, camera distance, time of day and recent skincare as well as to your skin. Scan in consistent conditions if you want to compare two readings fairly, and read the trend over several scans rather than the gap between any two.
Membership and billing
What does a Membership include?
A Membership covers the quarterly SkinIQ blood panel and its skin-driver scores, coaching, and delivery on marketplace orders. The exact allowance for your plan is shown in the app under Membership.
How do I cancel?
Cancel from the store you subscribed through — App Store subscriptions in your Apple ID settings, Google Play subscriptions in the Play Store. Cancelling stops the next renewal; the Membership stays active until the end of the period you have paid for.
Does deleting my account cancel my subscription?
No, and this catches people out. The two are separate systems: cancel the subscription in your store settings first, then delete the account.
Orders and delivery
Where do you deliver?
Orders are fulfilled within the UAE. Delivery windows and any fee are shown at checkout before you pay; a Membership covers delivery on marketplace orders.
Can I return a product?
Unopened, unused products in their original sealed packaging can be returned within 14 days of delivery for a refund or exchange, under UAE Federal Law No. 15 of 2020 on Consumer Protection. For hygiene reasons opened skincare cannot be returned unless it is faulty. If an item arrives faulty, damaged or wrong, email us within 3 days with photographs and we will replace or refund it.
Your account and data
How do I delete my account?
From Profile → Settings → Account → Delete account in the app, or by emailing us from your registered address. The Delete your account page sets out both routes and what happens to each kind of data.
How do I get a copy of my data?
Email [email protected] from the address your account is registered to. We will verify the request and respond within the period our Privacy Policy sets out.
Where is my data stored?
Health data relating to UAE users is stored on servers inside the United Arab Emirates, in line with UAE health-data law. Other data may be processed on secure cloud infrastructure in the UAE, the European Economic Area or the United Kingdom under appropriate safeguards.
Still need help?
Email us from the address your account is registered to and we will have everything we need to help on the first reply.